A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
IT Service Desk Analyst - Hybrid Role (Dallas, TX or Florida) Ernest Health - 4.1 Mesquite, TX Job Details Full-time 7 hours ago Benefits Wellness program Health savings account Disability insurance Health insurance Dental insurance Employee assistance program Vision insurance 401(k) matching Opportunities for advancement Life insurance Qualifications Desktop computer repair Record keeping Confidential information handling Email customer support Microsoft Outlook Word processing Windows Printer (troubleshooting support) High school diploma or GED Internal employee customer service Desktop (troubleshooting support) Office equipment installation Azure AD Desktop administration Quality data entry Ticketing system technical support
Full Job Description Overview:
At Ernest Health , we provide specialized medical and rehabilitative services to our patients through our rehabilitation and long-term acute care hospitals. We treat patients who often are recovering from disabilities caused by injuries or illnesses, or from chronic or complex medical conditions. We strive to attract, retain, develop, and empower our employees, supporting them in their professional growth with career advancement opportunities and a path to success within our organization. We are seeking an IT Service Desk Analyst to join our team! This is a remote position. As a participating hospital of Ernest Health, we offer robust recognition, wellness, and retention programs. These programs focus to enhance the employees' work experience, recognize, and celebrate achievements. We also encourage employees to share their work experience through "My Ernest Journey" and through our Engagement Survey, where our approach is "You Spoke, We Listened". These platforms provide additional avenues for employees to give feedback about their work experience and share what is important to them. Our hospital offers comprehensive benefits, designed to support your health and financial well-being.
Benefits:
PPO and High Deductible Medical Plan options Flexible Spending and Health Savings Account options available Dental and Vision coverage 401K with employer matching Life insurance Short-and-long term disability
Wellness & Work Life Balance:
Employee Assistance Program Wellness Program with quarterly wellness challenges with participation incentives Earned Time Off - start accruing vacation time on start date
Qualifications:
Required Skills:
High School Diploma or GED; Associate's Degree preferred. Prior Help Desk/Service Desk Support experience required. Windows Laptop or Desktop support experience required. Experience with Freshservice or similar ticketing system required. Windows based printer installation/troubleshooting experience required
Additional Qualifications/Skills:
Required Demonstrates ability to work with users of varied positions to provide highly effective support and problem resolution skills. Customer focused, troubleshooting skills. Proficiency with data entry, word processing, email and record management. Effective organizational and time management skills. Outstanding written and verbal communication skills. Punctual and Regular Attendance. Experience with Office 365, Outlook, Active Directory/Entra accounts Ability to maintain proper levels of confidentiality. Ability to work closely and professionally with others. Ability to remotely support users. Preferred Experience with SCCM/Intune managed devices. CompTIA A+ or similar Help Desk Related Certification. Experience in a Healthcare based IT setting. Experience with Microsoft 365,
The Service Desk Analyst serves as the primary point of contact for IT support for hospital staff, employees, vendors, and consulting medical professionals. This role involves efficiently handling incoming support requests via phone and self-service portals, with a focus on identifying and resolving hardware and application problems. Key responsibilities include thorough issue documentation, timely escalations, contributions to the IT knowledge base, and ensuring clear, timely communication with end-users and internal IT teams. The analyst also plays a role in event management, communicating initial details and resolution notices for critical outages to effectively inform IT teams and hospital business partners. The position requires exceptional customer service skills and strong written and verbal communication abilities.
