IT Support Analyst

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.

Key Responsibilities & Qualifications:

• 2–3+ years of experience in Service Desk, Help Desk, End-User Device (EUD), or desktop support.
• High school diploma or equivalent.
• CompTIA A+ certification required.
• Strong troubleshooting, communication, documentation, organizational, and customer service skills.
• Working knowledge of Microsoft software, PC hardware, printers, networking/telecommunication equipment, and TCP/IP.
• Ability to work independently and effectively within a team environment.
• Ability to troubleshoot and resolve technical issues remotely or on-site.
• Serve as the first point of contact for IT/DTS support requests and provide Tier 1 technical assistance.
• Diagnose and resolve issues involving PCs, laptops, printers, mobile devices, peripherals, applications, and Microsoft operating systems.
• Log, document, categorize, prioritize, and track incidents through resolution using Service Desk/call-tracking systems.
• Resolve Tier 1 issues and appropriately escalate Tier 2 issues to the appropriate technical teams.
• Provide remote, phone-based, and occasional on-site support while maintaining a high level of customer service.
• Manage Level 1 support queues and coordinate issues with internal teams and stakeholders.
• Follow IT service management, information security, compliance, and healthcare privacy procedures.