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About the role
- IT Service Analyst providing remote support via phone, email, and chat at Capital Health. Assisting end-users with hardware, software, and access management issues in a health system.
Responsibilities
- The IT Service Analyst 1 provides remote, first-line technical support via phone, email, and chat, assisting end-users with hardware, software, application, network, telecom, and access management issues
- This role is the first point of contact for IT service requests, ensuring timely resolution, escalation when necessary, and excellent customer service
- Serves as the first point of contact for IT support inquiries via phone, email, and chat
- Provides basic troubleshooting for desktops, laptops, mobile devices, and enterprise applications
- Resolves password resets, account lockouts, and access management issues
- Troubleshoots telecom issues such as VoIP phone connectivity, call routing, and softphone applications
- Logs all support interactions in the IT ticketing system, ensuring detailed documentation
- Escalates complex issues to higher-tier IT teams when necessary
- Assists users in self-service troubleshooting and knowledge base utilization
- Ensures timely resolution of tickets and maintains high customer satisfaction
Requirements
- Associate degree in Information Technology, Computer Science, or a related field preferred
- Equivalent work experience in IT support roles may be considered
- 2-3 years of prior experience in IT service desk, remote support, or technical troubleshooting is a plus
- CompTIA A+ (must be obtained within 6 months of hire)
- Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, Network+
- Basic understanding of Windows, macOS, and mobile operating systems (iOS/Android)
- Familiarity with Active Directory, password resets, user access management, and IT security best practices
- Basic knowledge of VoIP phone systems, telecom troubleshooting, and mobile device management (MDM)
- Strong problem-solving abilities and troubleshooting skills
- Excellent communication and customer service skills for phone-based support
- Ability to log, prioritize, and escalate IT incidents and requests efficiently
Benefits
- Medical Plan
- Prescription drug coverage & In-House Employee Pharmacy
- Dental Plan
- Vision Plan
- Flexible Spending Account (FSA) - Healthcare
- FSA - Dependent Care
- Retirement Savings and Investment Plan
- Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
- Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
- Disability Benefits – Long Term Disability (LTD)
- Disability Benefits – Short Term Disability (STD)
- Employee Assistance Program
- Commuter Transit
- Commuter Parking
- Supplemental Life Insurance - Voluntary Life
- Spouse - Voluntary Life
- Employee - Voluntary Life
- Child Voluntary
- Legal Services
- Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
- Voluntary Identity Theft Insurance
- Voluntary Pet Insurance
- Paid Time-Off Program
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