Entry-Level IT Service Desk Analyst

Boston Medical Center; Baltimore (MD); On-site; USD 54,000 - 84,000; Full time

Job summary

GBMC HealthCare in Maryland is seeking a Tier 1 IT Service Desk analyst to provide first-level phone, email and remote support under supervision. The role may require on-site visits and on-call rotations, handling incidents and service requests within SLA.

Responsibilities include logging, routing, resolving Tier 1 issues, maintaining documentation, assisting with hardware repairs, and supporting 24x7 operations. Must have high school or technical cert; CompTIA A+ or ITIL preferred.

Qualifications

• High school diploma or technical certificate preferred.
• Experience in a technical support call center is preferred.
• Ability to provide Tier 1 support via phone, email and remote assistance.

Responsibilities

• Log, respond to and resolve Tier 1 incidents and service requests within SLA timelines.
• Route, escalate and track non-first level inquiries as needed.
• Provide on-call desk support for desktop hardware issues.
• Create and maintain documentation for current systems and procedures.
• Assist in imaging, configuring and maintaining client hardware.

Skills

Windows 10

Microsoft Office

Active Directory

Customer service

Soft skills

Education

High School diploma

Technical certificate preferred

Tools

Imaging

Hardware repair

Job description

GBMC HealthCare in Maryland is seeking a Tier 1 IT Service Desk analyst to provide first-level phone, email and remote support under supervision. The role may require on-site visits and on-call rotations, handling incidents and service requests within SLA.

Responsibilities include logging, routing, resolving Tier 1 issues, maintaining documentation, assisting with hardware repairs, and supporting 24x7 operations. Must have high school or technical cert; CompTIA A+ or ITIL preferred.