IT Service Desk Analyst II

Responsibilities:

• Work on an Incident Management System ticket queue (ServiceNow), accurately documenting issues and resolutions.
• Troubleshoot hardware and software, reset passwords, and resolve application-related issues.
• Monitor assigned tickets, follow up with customers, and reassign or resolve as appropriate.

Qualifications:

• Associate's degree in computer science and one year of help desk experience, or two years of experience without a degree.
• A+ or Support Center Analyst Certification preferred.
• Previous healthcare or high-volume IT service desk experience is crucial.

Work Environment:

• 100% remote role with rare onsite visits required for local candidates.
• Initial training schedule 7:30am-4pm EST for about a month, then assigned a shift including weekends and holidays.
• Supports a healthcare user base with high-volume daily requests.

Benefits:

• Comprehensive health benefits starting day 1.
• Student loan repayment assistance and reimbursement programs.
• Family-focused benefits and wellness incentives.