Service Desk Analyst (Healthcare/Hospital)
firstPRO, Inc, Boston, MA, United States
Service Desk Analyst (Healthcare/Hospital)
Key Responsibilities This role is responsible for delivering high-quality technical support and ensuring a seamless user experience across systems and platforms:
Serve as an escalation point for more complex technical issues
Support ongoing projects and internal initiatives as needed
Provision and manage user accounts and access in accordance with security policies
Communicate system alerts and updates to end users
Intake, triage, and resolve support requests across hardware, software, and network domains
Document and track incidents within the ticketing system to maintain accurate records
Perform identity and access management tasks in compliance with security standards
Provide remote troubleshooting and support using approved tools
Maintain a stable and secure working environment (remote or onsite)
Accurately log time and activity for reporting purposes
Train and onboard new users on systems and tools
Identify and resolve performance or connectivity issues
Assist with account access issues such as password resets
Maintain and update tickets with clear documentation
Leverage internal knowledge bases and standard procedures
Investigate recurring issues and contribute to root cause analysis
Proactively identify opportunities for improvement and efficiency
Perform additional duties as assigned
Qualifications & Experience We’re looking for candidates who bring a strong foundation in IT support along with a customer-first mindset. Ideal applicants will demonstrate the ability to operate effectively in a fast-paced, service-driven environment.
High school diploma or equivalent required; post-secondary education in IT or a related field is a plus
At least 4 years of experience providing remote technical support in a professional setting
Compliance with required immunization policies (including COVID-19 and influenza)
Core Technical Capabilities Candidates should have hands-on experience supporting end users across a variety of systems, tools, and environments:
Entry-level certification such as CompTIA A+ or comparable practical experience
Background in service desk, helpdesk, or call center-based IT support
Familiarity with ticketing and incident management platforms (e.g., ServiceNow, Jira, Remedy, Autotask)
Experience supporting Microsoft 365 environments
Working knowledge of Active Directory (user provisioning, permissions, etc.)
Proficiency with remote support tools (e.g., TeamViewer, BeyondTrust/Bomgar, Quick Assist)
Exposure to collaboration platforms like Microsoft Teams, Zoom, or WebEx
Ability to support multiple operating systems including Windows, macOS, iOS, and Android
Experience imaging, deploying, and configuring end-user devices
Preferred / Nice-to-Have Experience
Prior experience in healthcare IT or clinical environments
Background working for a Managed Services Provider (MSP)
Exposure to modern contact center technologies (e.g., Genesys, Talkdesk, Dialpad)
Familiarity with clinical or asset tracking systems
Experience with endpoint management tools (e.g., MECM/SCCM, Intune)
Knowledge of electronic health record (EHR) systems such as Epic or Cerner
Basic networking concepts and troubleshooting tools
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Key Responsibilities This role is responsible for delivering high-quality technical support and ensuring a seamless user experience across systems and platforms:
Serve as an escalation point for more complex technical issues
Support ongoing projects and internal initiatives as needed
Provision and manage user accounts and access in accordance with security policies
Communicate system alerts and updates to end users
Intake, triage, and resolve support requests across hardware, software, and network domains
Document and track incidents within the ticketing system to maintain accurate records
Perform identity and access management tasks in compliance with security standards
Provide remote troubleshooting and support using approved tools
Maintain a stable and secure working environment (remote or onsite)
Accurately log time and activity for reporting purposes
Train and onboard new users on systems and tools
Identify and resolve performance or connectivity issues
Assist with account access issues such as password resets
Maintain and update tickets with clear documentation
Leverage internal knowledge bases and standard procedures
Investigate recurring issues and contribute to root cause analysis
Proactively identify opportunities for improvement and efficiency
Perform additional duties as assigned
Qualifications & Experience We’re looking for candidates who bring a strong foundation in IT support along with a customer-first mindset. Ideal applicants will demonstrate the ability to operate effectively in a fast-paced, service-driven environment.
High school diploma or equivalent required; post-secondary education in IT or a related field is a plus
At least 4 years of experience providing remote technical support in a professional setting
Compliance with required immunization policies (including COVID-19 and influenza)
Core Technical Capabilities Candidates should have hands-on experience supporting end users across a variety of systems, tools, and environments:
Entry-level certification such as CompTIA A+ or comparable practical experience
Background in service desk, helpdesk, or call center-based IT support
Familiarity with ticketing and incident management platforms (e.g., ServiceNow, Jira, Remedy, Autotask)
Experience supporting Microsoft 365 environments
Working knowledge of Active Directory (user provisioning, permissions, etc.)
Proficiency with remote support tools (e.g., TeamViewer, BeyondTrust/Bomgar, Quick Assist)
Exposure to collaboration platforms like Microsoft Teams, Zoom, or WebEx
Ability to support multiple operating systems including Windows, macOS, iOS, and Android
Experience imaging, deploying, and configuring end-user devices
Preferred / Nice-to-Have Experience
Prior experience in healthcare IT or clinical environments
Background working for a Managed Services Provider (MSP)
Exposure to modern contact center technologies (e.g., Genesys, Talkdesk, Dialpad)
Familiarity with clinical or asset tracking systems
Experience with endpoint management tools (e.g., MECM/SCCM, Intune)
Knowledge of electronic health record (EHR) systems such as Epic or Cerner
Basic networking concepts and troubleshooting tools
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