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

Charleston Area Medical Center; Charleston (WV); On-site; USD 28,000 - 42,000; Full time

Job summary

Charleston Area Medical Center is seeking a Service Desk professional to provide Level I phone support and basic IT help. You will log problems, use our knowledge base, and coordinate with IT staff to resolve issues while protecting patient and employee confidentiality.

This role requires familiarity with Windows PCs and Apple Android devices, and adherence to change control and service level agreements. Prior experience in IT support is preferred; the schedule is varied and full-time.

Qualifications

• Associate's Degree, or equivalent demonstrable experience.
• 1+ year in IT/support or related field.
• Understand confidentiality in patient and employee data.

Responsibilities

• Provide basic Level I phone support to users using the Knowledge Database and other references.
• Resolve routine questions and problems.
• Use the support center tool set.
• Demonstrate basic knowledge of Windows PCs and Apple Android devices.
• Log problem calls into the ITSM software.
• Support interaction of IS personnel to resolve calls.
• Maintain confidentiality of patient care and employee information.

Skills

Customer service

Windows basics

Mobile devices

Communication

Education

Associate's Degree

Tools

ITSM software

Knowledge Base

Job 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

• 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

Credentials

• • No Certification, Competency or License Required

Work Schedule

Varies

Status

Full Time Regular 1.0

Location

Northgate-400 Association Dr.

Location of Job

US:WV:Charleston

Talent Acquisition Specialist

Guy S. Stewart [e-mail]

Post Date

10/30/2026

Salary

Negotiable