Information Technology Support Analyst

Job Description

We are seeking a Support Analyst I to provide Tier 1 Service Desk and End-User Device (EUD) support in a healthcare environment. The ideal candidate will be customer-focused, technically capable, and experienced in troubleshooting hardware, software, operating systems, and peripheral devices while following established incident management and escalation processes.

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Key Responsibilities & Qualifications:

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• 2–3+ years of experience in Service Desk, Help Desk, End-User Device (EUD), or desktop support.

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• High school diploma or equivalent.

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• CompTIA A+ certification required.

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• Strong troubleshooting, communication, documentation, organizational, and customer service skills.

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• Working knowledge of Microsoft software, PC hardware, printers, networking/telecommunication equipment, and TCP/IP.

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• Ability to work independently and effectively within a team environment.

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• Ability to troubleshoot and resolve technical issues remotely or on-site.

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• Serve as the first point of contact for IT/DTS support requests and provide Tier 1 technical assistance.

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• Diagnose and resolve issues involving PCs, laptops, printers, mobile devices, peripherals, applications, and Microsoft operating systems.

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• Log, document, categorize, prioritize, and track incidents through resolution using Service Desk/call-tracking systems.

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• Resolve Tier 1 issues and appropriately escalate Tier 2 issues to the appropriate technical teams.

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• Provide remote, phone-based, and occasional on-site support while maintaining a high level of customer service.

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• Manage Level 1 support queues and coordinate issues with internal teams and stakeholders.

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• Follow IT service management, information security, compliance, and healthcare privacy procedures.

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