Service Desk Analyst, Full Time, 1st Shift

Key Responsibilities

• Respond promptly to incoming IT service desk calls, emails, and ticket submissions from hospital staff, ambulatory clinics, and patients.
• Provide first-level support for a wide range of technologies including desktops, laptops, printers, mobile devices, software applications, and clinical systems.
• Aid patients with MyChart-related inquiries such as login issues, account setup, password resets, and general navigation.
• Monitor system consoles and alerts for network or system errors; escalate critical issues to appropriate technical teams as needed.
• Collaborate with other IT team members to ensure timely and effective resolution of incidents and service requests.
• Inform IT leadership of significant incidents, patterns of concern, or service-impacting events.
• Support onboarding of new users by configuring accounts, devices, and access according to role-based requirements.
• Perform other related duties as assigned by the Service Desk Supervisor or Director of IT.

Qualifications

• Associ’s degree in Information Technology or a related field preferred; equivalent work experience will be considered.
• 1–2 years of experience in a technical support or service desk role, preferably in a healthcare environment.
• Familiarity with EHR systems (e.g., Epic) and patient portals (e.g., MyChart) strongly preferred.
• Excellent verbal and written communication skills, especially when interacting with non-technical users or patients.
• Demonstrated ability to troubleshoot hardware, software, and network-related issues.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Customer-focused mindset with a commitment to providing responsive, respectful, and solution-oriented support.