Hybrid Service Desk Analyst — Enterprise IT Support

Parasol Alliance; Watertown (WI); Hybrid; USD 36,000 - 39,000; Full time

Benefits offered by this job

Cell phone/internet reimbursement

Medical, dental, vision, and 401K

Responsible paid time off

Certification reimbursement

Job summary

Parasol Alliance, located in Watertown, Wisconsin, is seeking a Service Desk Analyst for a hybrid work arrangement to deliver high-quality IT support across phone, email, and in-person channels. The role focuses on Level 1 incident management, with potential Level 2 involvement, and on-site hardware/software support within a dynamic healthcare-focused enterprise environment.

The ideal candidate has 3+ years in Level 1 support, solid experience with Active Directory, Office 365/Windows, and

Qualifications

• At least three years of Level 1 support in an enterprise environment.
• Comfortable with multiple enterprise systems such as Active Directory, Microsoft Office Suite, Windows Operating Systems, file shares, printers and copiers, phone systems, Exchange, basic network and systems administration and desktop hardware support.
• Excellent communication and customer service skills are required.
• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed.
• Background checks, substance screening, TB test, vaccinations (or masking in lieu of vaccinations) may be required.

Responsibilities

• Level 1 support for all client tickets.
• Level 2 support when possible, by ability.
• Onsite support of hardware and software.
• Vendor contact as required to resolve tickets.
• Ticket resolution as per the client service level agreement.
• Detailed documentation within service tickets on issue steps and resolution.
• Excellent customer service on the phone, via email and in person.
• Ability to follow company process and procedures.
• Onsite schedule is 5 days per week, every other week.

Skills

Excellent communication

Customer service

Self-motivated

Tools

Active Directory

Microsoft Office Suite

Windows OS

File shares

Printers & copiers

Phone systems

Exchange

Basic network

Desktop hardware support

Job description

Parasol Alliance, located in Watertown, Wisconsin, is seeking a Service Desk Analyst for a hybrid work arrangement to deliver high-quality IT support across phone, email, and in-person channels. The role focuses on Level 1 incident management, with potential Level 2 involvement, and on-site hardware/software support within a dynamic healthcare-focused enterprise environment.

The ideal candidate has 3+ years in Level 1 support, solid experience with Active Directory, Office 365/Windows, and