Service Desk Analyst - integrated resources : Job Details

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+ WPMJob 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