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.
The IT Service Desk Analyst provides front-line technical support for a multi-facility healthcare organization, including hospitals, ambulatory practices, and patient-facing applications such as MyChart. The Analyst is responsible for monitoring IT systems, responding to service desk inquiries, resolving hardware and software issues, and ensuring high-quality support to internal staff and external patients. This position requires strong technical troubleshooting skills, clear communication, and a focus on delivering excellent customer service.
Key Responsibilities:
Respond promptly to incoming IT service desk calls, emails, and ticket submissions from hospital staff, ambulatory clinics, and patients. Provide first-level support for a wide range of technologies including desktops, laptops, printers, mobile devices, software applications, and clinical systems. Assist patients with MyChart-related inquiries such as login issues, account setup, password resets, and general navigation. Monitor system consoles and alerts for network or system errors; escalate critical issues to appropriate technical teams as needed. Coordinate and document troubleshooting steps for recurring issues; contribute to knowledge base articles and service documentation. Use judgment and initiative to assess the complexity of issues and determine appropriate resolution steps or escalation paths. Collaborate with other IT team members to ensure timely and effective resolution of incidents and service requests. Inform IT leadership of significant incidents, patterns of concern, or service-impacting events. Maintain detailed and accurate documentation of support activities in the ticketing system. Support onboarding of new users by configuring accounts, devices, and access according to role-based requirements. Perform other related duties as assigned by the Service Desk Supervisor or Director of IT.
Education and Skills Qualifications:
Associate's degree in Information Technology or a related field preferred; equivalent work experience will be considered. 1-2 years of experience in a technical support or service desk role, preferably in a healthcare environment. Familiarity with EHR systems (e.g., Epic) and patient portals (e.g., MyChart) strongly preferred. Excellent verbal and written communication skills, especially when interacting with non-technical users or patients. Demonstrated ability to troubleshoot hardware, software, and network-related issues. Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment. Customer-focused mindset with a commitment to providing responsive, respectful, and solution-oriented support. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
