Service Desk Analyst serves as the first point of contact for all IT support requests across HealthEdge's global employee base, triaging, troubleshooting, and resolving hardware, software, and connectivity issues.
Responsibilities
Serve as the first point of contact for IT support requests via phone, chat, and email
Triage and categorize incoming tickets, resolving T1-scope issues within defined SLA targets
Troubleshoot common issues across Windows and macOS endpoints, M365 applications, printers, VPN, and peripherals
Escalate unresolved or complex issues to T2/T3 with full documentation and context
Follow established runbooks and knowledge base articles to deliver consistent, repeatable resolutions
Assist with technical support activities, including troubleshooting IT issues, performing equipment installations and maintenance, and providing end-user assistance.
Compensation
Compensation Range: $60,000-$65,000. Other Compensation: Bonus eligible
Responsibilities
Provide hands-on technical support by diagnosing and resolving hardware, software, and network issues, ensuring timely and effective solutions.
Support the setup, configuration, and maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
Manage service requests and incidents through the ticketing system, maintaining accurate records, clear communication, and prompt resolution.
Collaborate with first-line support and escalate complex issues to the Technology Support Lead or specialized teams as needed.
Identify recurring issues and recommend proactive, long-term solutions to improve system performance and user experience.
Requirements
High school diploma or equivalent
Associate’s degree preferred
Technical certification preferred
Nice to have: CompTIA A+
Nice to have: Microsoft Certified Desktop Support Technician (MCDST)
The Systems Administrator Associate will respond to and resolve support tickets and troubleshoot issues related to Identity and Access Management (IAM).
Compensation
The salary for this position traditionally starts at $55,224.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.
Responsibilities
Assist with configuring, maintaining, and supporting IAM technologies
Implement and complete small projects
Troubleshoot technical issues
Interact with internal teams and end users via ticketing system
Provide moderate level support of applications and software
Requirements
Bachelor's degree in Computer Technology or related field
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