Jr. Service Desk Analyst

job summary:

We are seeking a motivated, customer-focused Junior Enterprise Service Desk Analyst to provide Level 1 IT support across a comprehensive regional healthcare network, including hospitals, community health centers, long-term care facilities, and administrative offices. This entry-level position is ideal for candidates looking to sharpen their communication, technical troubleshooting, and customer service skills while building a strong foundation in healthcare IT operations.

location: Telecommute

job type: Contract

salary: $23 - 27 per hour

work hours: Rotating Shifts

education: Associates



responsibilities:

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Assist in managing Level 1 Interactions, Incidents, Service Requests (Tasks / Catalogs), and Work Orders tickets from report to resolution, under guidance.

- Provide support to end-users, striving to resolve as many issues as possible at Level 1 with mentorship.

- Learn to serve as a single point of contact for users regarding Service Desk activities, including Interactions, Incidents, Service Requests (Tasks / Catalogs), and Work Orders

- Contribute to the ongoing improvement of the Service Desk processes and procedures.

- Assist in receiving, prioritize, document, and actively resolve end-users' tickets.

- Learn to triage requests for accurate transfers and escalations, adhering to service level agreements (SLAs).

- Learn to track open tickets, monitor progress against SLAs, and close resolved tickets.

- Learn and follow established escalation and paging procedures to ensure SLA compliance.

- Learn to provide support for application-related issues and requests.

- Assist in providing a positive customer experience by meeting expectations and building trust in resolution processes.

- Participate in special projects as assigned and perform other duties as required.

- Develop and remain technically knowledgeable and current on all IT technologies.

- Demonstrate the ability to work independently and collaboratively within a fast-paced team environment.

qualifications:

Educational Level:

- Associate's or Bachelor's degree in Information Technology or a related field

Experience:

- 1- 3 years of experience in a service desk or technical support role

Knowledge, Skills, Abilities and other Requirements:

- Understanding ServiceNow.

- Understanding remote desktop tools (Bomgar).

- Basic Hardware and Software Troubleshooting.

- Customer service skills

- Documentation skills

- Problem solving skills.

- Communication skills.

- Teamwork

skills:

Bomgar,Information Technology,Live Chat,remote desktop,ServiceNow,Software Troubleshooting,communication,Communication skills,point of contact,problem-solving,Problem solving skills,ability to work independently,Teamwork,Catalogs,customer experience,customer service skills,health services,healthcare,home care,long-term care,mentorship,Service portal,service level agreements,technical support,Phone calls,triage,service desk,Work Orders,Documentation skills

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.