Frontline IT Service Desk Specialist

University Hospitals Pain Management; Cleveland (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

University Hospitals Pain Management is seeking an IT Service Desk Analyst to join a 24/7/365 support team. You will respond to user inquiries via phone and email, create and route incident tickets, and assist users with software/hardware issues.

This role involves remote troubleshooting, knowledge base usage, and collaboration with escalation teams to ensure timely resolutions. You will contribute to maintaining PHI security, follow established SLAs, and participate in ongoing training.

Qualifications

• Experience handling IT service desk tickets and user inquiries.
• Familiarity with incident management and knowledge bases.
• Ability to guide users through software/hardware issues.

Responsibilities

• Answer phones and emails with clear, helpful communication.
• Create, route, and maintain incident tickets in the service desk system.
• Troubleshoot issues remotely using standard tools and scripts.
• Escalate complex problems to higher-level teams when needed.
• Document actions and ensure timely closure within SLAs.
• Assist with updating service desk procedures and training.

Skills

Customer service

Problem solving

Communication

Technical support

Tools

ServiceNow

MySoft

Job description

University Hospitals Pain Management is seeking an IT Service Desk Analyst to join a 24/7/365 support team. You will respond to user inquiries via phone and email, create and route incident tickets, and assist users with software/hardware issues.

This role involves remote troubleshooting, knowledge base usage, and collaboration with escalation teams to ensure timely resolutions. You will contribute to maintaining PHI security, follow established SLAs, and participate in ongoing training.