Job Title : Service desk Analyst
Location : Fully Remote (Must have own equipment)
Duartion : 3 months (with FTE conversion potential
Schedule Options : 7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm (Must work holidays as needed)
Typing speed test required for 35+ WPM
Job Description
Provide front-line Level 1 / 1.5 IT support for seven-hospital network and corporate office. Deliver exceptional technical support through phone, email, and automated request queues while maintaining SLAs.
Key Responsibilities
Technical Support :
Resolve Level 1 / 1.5 incidents (password resets, MS Office, Windows issues)
Triage and escalate tickets via ServiceNow per SLAs
Monitor and resolve auto-triggered request queues
Customer Service :
Serve as single point of contact for all Service Desk activities
Deliver positive user experiences through prompt resolution
Maintain 24 / 7 coverage (including holiday rotations)
Operational Excellence :
Track and document tickets from creation to resolution
Follow escalation protocols for critical issues
Contribute to continuous process improvements
Technical Environment
Primary Tools : ServiceNow, performance monitoring systems
Supported Systems : Windows OS, MS Office Suite, enterprise applications
Qualifications
Education (One of the following) :
Bachelor's degree in relevant field + 1 year IT experience
Master's in Management / Business / Related Field
Equivalent combination of education and experience
Required Experience :
1+ year in technical support or systems analysis
Proven customer service skills in healthcare / government settings
Experience with EDP applications and data processing
Technical Requirements :
Must provide own equipment :
PC / Laptop with monitor
Headset
Reliable high-speed internet
Service Desk Analyst • New York, NY, United States