IT Service Desk Analyst

Under direct supervision and in accordance with IT service level agreements, the primary responsibility is to provide Tier 1 first‑level resolvable support via phone, email, and remote assistance for the IT Service Desk. The analyst may also visit customers on‑premise or at remote sites as directed by the Team Lead, Service Desk Manager, or a designee. Responsibilities include handling inbound calls, processing tickets, routing and escalating non‑first‑level inquiries, service requests, and incident reports.

The role may assist on special projects, provide limited desk‑side support for break/fix hardware issues, and perform other duties as assigned.

• High School, Technical Certificate preferred

• 1 year of experience in a Technical Support Call Center setting. Hospital experience preferred

• Experience with Windows 10, Microsoft Office family of products, Microsoft Active Directory (preferred)
• Skill in imaging, repairing, and maintaining desktops, laptops, tablets, and thin/zero clients (preferred)
• Excellent soft skills are required

• CompTIA A+, ITIL, HDI, MTA (Microsoft Technology Associate), or MCP (preferred)

• Able to lift 15–20 pounds frequently, and 25–55 pounds occasionally

• Professional office environment with a dress code; exposure to dust; on‑call responsibility for desktop support

• Must have own transportation for remote sites and on‑call duties; must be flexible to support 24‑hour call center, 7 days a week

• Logs, responds to, and resolves Tier 1 first‑level incidents and service requests within SLA timelines and GBMC Greater Behaviors
• Logs and responds to Tier I incidents and service requests within SLA timelines and GBMC Greater Behaviors
• Schedules work to meet departmental SLAs and accommodate customer needs, including occasional flexing of hours (evenings, nights, weekends, holidays)
• Creates documentation necessary to install and provide ongoing support for current systems
• Utilizes and helps manage a software and hardware inventory management system
• Installs, upgrades, and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications, and providing support for all hardware components
• Provides on‑call support, 24×7, on a rotating basis as determined by the Service Desk Manager and department procedures
• Provides follow‑up with customers and support resources to ensure completion of calls and customer satisfaction

• Treats others with fairness, kindness, and respect for personal dignity and privacy
• Listens and responds appropriately to others’ needs, feelings, and capabilities

• Meets and/or exceeds customer expectations
• Actively pursues learning and self‑development
• Pays attention to detail; follows through

• Sets a positive, professional example for others
• Takes ownership of problems and does what is needed to solve them
• Appropriately plans and utilizes required resources for various job duties
• Reports to work regularly and on time

• Works cooperatively and collaboratively with others for the success of the team
• Addresses and resolves conflict in a positive way
• Seeks out the ideas of others to reach the best solutions
• Acknowledges and celebrates the contribution of others

• Demonstrates honesty, integrity, and good judgment
• Respects the cultural, psychosocial, and spiritual needs of patients, families, and coworkers

• Embraces change and improvement in the work environment
• Continuously seeks to improve the quality of products/services
• Displays flexibility in dealing with new situations or obstacles
• Achieves results on time by focusing on priorities and managing time efficiently

$54,214.40 – $84,032.31

GBMC Health Care and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.