Service Desk Analyst
Integrated Resources, New York, NY, United States
Location:
Fully Remote (Must have own equipment) Schedule Options:
7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm (Must work holidays as needed)
Position Overview
Provide front-line Level 1/1.5 IT support for seven-hospital network and corporate office. Deliver exceptional technical support through phone, email, and automated request queues while maintaining SLAs.
Key Responsibilities
Technical Support: Resolve Level 1/1.5 incidents (password resets, MS Office, Windows issues) Triage and escalate tickets via ServiceNow per SLAs Monitor and resolve auto-triggered request queues Customer Service:
Serve as single point of contact for all Service Desk activities Deliver positive user experiences through prompt resolution Maintain 24/7 coverage (including holiday rotations) Operational Excellence:
Track and document tickets from creation to resolution Follow escalation protocols for critical issues Contribute to continuous process improvements Technical Environment
Primary Tools: ServiceNow, performance monitoring systems Supported Systems: Windows OS, MS Office Suite, enterprise applications Qualifications
Education (One of the following):
Bachelor's degree in relevant field + 1 year IT experience Master's in Management/Business/Related Field Equivalent combination of education and experience Required Experience:
1+ year in technical support or systems analysis Proven customer service skills in healthcare/government settings Experience with EDP applications and data processing Technical Requirements:
Must provide own equipment: PC/Laptop with monitor Headset Reliable high-speed internet
Fully Remote (Must have own equipment) Schedule Options:
7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm (Must work holidays as needed)
Position Overview
Provide front-line Level 1/1.5 IT support for seven-hospital network and corporate office. Deliver exceptional technical support through phone, email, and automated request queues while maintaining SLAs.
Key Responsibilities
Technical Support: Resolve Level 1/1.5 incidents (password resets, MS Office, Windows issues) Triage and escalate tickets via ServiceNow per SLAs Monitor and resolve auto-triggered request queues Customer Service:
Serve as single point of contact for all Service Desk activities Deliver positive user experiences through prompt resolution Maintain 24/7 coverage (including holiday rotations) Operational Excellence:
Track and document tickets from creation to resolution Follow escalation protocols for critical issues Contribute to continuous process improvements Technical Environment
Primary Tools: ServiceNow, performance monitoring systems Supported Systems: Windows OS, MS Office Suite, enterprise applications Qualifications
Education (One of the following):
Bachelor's degree in relevant field + 1 year IT experience Master's in Management/Business/Related Field Equivalent combination of education and experience Required Experience:
1+ year in technical support or systems analysis Proven customer service skills in healthcare/government settings Experience with EDP applications and data processing Technical Requirements:
Must provide own equipment: PC/Laptop with monitor Headset Reliable high-speed internet