Service Desk Analyst

Location: Gentryville

Service Desk Analyst page is loaded## Service Desk Analyst locations:
Remote time type:
Full time posted on:
Posted 2 Days Agojob requisition :
47537
** Welcome to Clearway Health** - a recognized Great Place to Work(R) and destination organization! We are an award-winning culture where talented people are respected, informed, engaged, empowered, developed – and where they want to grow and make a difference. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow.

At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems and the communities they care for to accelerate their specialty pharmacy programs.  

At Clearway Health, we take great pride in our High Five! Values to provide best in class experiences for our , our . We welcome you to follow us on  where you can also learn more about our , , , and .
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* POSITION SUMMARY:

** The Service Desk Analyst will support day-to-day operational IT support for Clearway Health, including employee onboarding and offboarding, application access provisioning, and troubleshooting hardware, software, and access issues. This position co-owns the execution and consistency of service desk workflows and provides Tier 1 support for internal systems and approved external client-facing applications routed through Customer Success and internal workflows, ensuring reliable service delivery, strong employee experience, and efficient use of engineering resources.
** ESSENTIAL RESPONSIBILITIES/DUTIES:
*** Execute end-to-end employee onboarding, including account provisioning, device preparation, application access, and coordination with hiring managers
* Perform secure and timely employee offboarding, including access revocation, device recovery, and asset tracking
* Fulfill and manage application access requests using standardized provisioning workflows and approval processes
* Provide Tier 1 troubleshooting for hardware, software, and access issues across laptops, mobile devices, and enterprise applications
* Serve as first-line support for approved external client-facing applications routed through Customer Success
* Escalate complex technical issues to IT, engineering or infrastructure teams and coordinate resolution
* Maintain accurate documentation for onboarding/offboarding procedures, troubleshooting runbooks, and knowledge base articles
* Track and manage IT assets, inventory, and service desk tickets within the ticketing platform
* Communicate clearly with end users and stakeholders regarding ticket status, timelines, and resolutions
* Identify opportunities to improve service desk processes, automation, and operational efficiency
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* EDUCATION:

*** Bachelor's degree in information technology, Information Systems, or a related technology field (or equivalent practical work experience)
** CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED**:
* Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician may be substituted for formal education.
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* EXPERIENCE:

*** Bachelor's degree in information technology, Information Systems, or a related technology field (or equivalent practical work experience)
* 1–3 years of experience in an IT support or service desk environment
* Basic experience supporting employee onboarding and offboarding processes
* Familiarity with Microsoft 365 and common enterprise productivity tools
* Experience troubleshooting Windows and/or macOS hardware and software issues
* Basic understanding of user account management and application access provisioning
* Strong customer service, communication, and organizational skills
* Ability to manage multiple requests and prioritize work in a ticket-driven environment
* CompTIA A+ certification preferred
* CompTIA Network+ certification preferred
* Microsoft entry-level or associate certifications (e.g., Microsoft 365…