Associate Service Desk Analyst -- VH IT Customer Support Center -- Northgate-400 Association Dr.

Charleston Area Medical Center; Charleston (WV); On-site; USD 42,000 - 56,000; Full time

Job summary

Charleston Area Medical Center is seeking an Associate Service Desk Analyst to support internal users with IT issues, including basic troubleshooting and problem logging. The role emphasizes customer service and proper use of ITSM tools.

The position requires an Associate's degree and at least 1 year of related experience, with Night shift scheduling and full-time hours at the Northgate-400 location in Charleston, WV.

Qualifications

• Associate's degree required.
• 1+ years of experience in area of specialization or related profession.

Responsibilities

• Provide basic Level I phone support to customers using the Knowledge Database and other reference materials.
• Resolves routine questions and problems.
• Must demonstrate an understanding of the basics of customer service and a good customer service attitude.
• Must be able to use the tool set employed by the support center.
• Must demonstrate basic knowledge of Windows based PCs and Apple Android mobile devices.
• Receive, analyze, and log problem calls into the ITSM software.
• Support the interaction of I/S personnel to resolve problem calls.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

Skills

Customer service

Troubleshooting

Windows basics

Mobile devices (iOS/Android)

Education

Associate's degree

Tools

ITSM software

Job description

Associate Service Desk Analyst -- VH IT Customer Support Center -- Northgate-400 Association Dr.(Job Id 76165)

Location: US:WV:Charleston

Post Date: 7/24/2026

Category: Professional

Employment Type: Employee

Description

Job Summary

Service Desk: Applies learned knowledge of information systems products and services to assist internal users on simple to complex matters. Responsible for recognizing, researching, isolating and resolving information systems problems. Coordinate referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training, and follow-up. May provide information system library support. Assist in Data Center activities as needed. Responsible for the basic upkeep, configuration, and reliable operations of microprocessor-based computing systems, printers, and peripherals. Demonstrates a basic understanding of and meets the service level agreements of the organization. Demonstrates a basic understanding and adheres to departmental processes for change control. Maintains a level of cybersecurity knowledge sufficient to securely accomplish their job duties.

Responsibilities

• Provide basic Level I phone support to customers using the Knowledge Database and other reference materials.
• Resolves routine questions and problems.
• Must demonstrate an understanding of the basics of customer service, and must demonstrate a good customer service attitude
• Must be able to use the tool set employed by the support center.
• Must demonstrate basic knowledge of Windows based PC’s and Apple Android mobile devices.
• Receive, analyze, and log problem calls into the ITSM software.
• Support the interaction of I/S personnel to resolve problem calls.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

Knowledge, Skills & Abilities

Patient Group Knowledge (Only applies to positions with direct patient contact)

The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department’s identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.

Competency Statement

Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist.

Common Duties and Responsibilities (Essential duties common to all positions)

• Maintain and document all applicable required education.
• Demonstrate positive customer service and co-worker relations.
• Comply with the company's attendance policy.
• Participate in the continuous, quality improvement activities of the department and institution.
• Perform work in a cost effective manner.
• Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations.
• Perform work in alignment with the overall mission and strategic plan of the organization.
• Follow organizational and departmental policies and procedures, as applicable.
• Perform related duties as assigned.

Education

Associate's Degree (Required) Education: Associates Degree, Certification, or equivalent demonstrable experienceExperience: 1+ years of experience in area of specialization or related profession

Work Schedule

Nights

Status

Full Time Regular 1.0

Location

Northgate-400 Association Dr.

Location of Job

US:WV:Charleston