IT Customer Support Analyst - Service Desk

CoxHealth; Georgia; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical

Vision

Dental

Retirement with Employer Match

Job summary

CoxHealth is seeking an Information Technology Customer Support Analyst to diagnose and resolve end-user IT issues. You will guide users, document requests, and ensure timely resolution while collaborating with higher-tier teams.

Ideal candidates have 4+ years in IT support, a related bachelor’s degree, and a focus on operational efficiency within the service desk.

Qualifications

• 4+ years IT customer support experience with end-user focus.
• Bachelor's degree in Computer Science or IT preferred.
• Strong problem solving and diagnostic skills.

Responsibilities

• Diagnose and resolve technical issues for end users.
• Provide guidance and training to end users on IT systems.
• Document support requests and maintain incident records.
• Collaborate with tier 2/3 resources to resolve incidents end-to-end.

Skills

Team leadership

End-user support

Incident lifecycle

Resource management

Process improvement

Education

Bachelor's degree in CS/IT

Job description

Facility & Schedule

Facility: Primrose Place: 1115 E Primrose, Springfield, Missouri, United States of America, 65807 Department: 1709 IT Service Desk Scheduled Weekly Hours: 40 Hours: 7:00 am - 3:30 pm Mon - Fri Work Shift: Day Shift (United States of America)

Company Overview

CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. The organization includes six hospitals, 5 ERs, and over 80 clinics. CoxHealth has earned the following honors for workplace excellence: Named one of Modern Healthcare's Best Places to work five times. Named one of America's Greatest Workplaces, Greatest Workplaces in Healthcare (2025, 2026), Greatest Workplaces for Women (2023, 2024), and Greatest Workplaces for Diversity (2024) by Newsweek and Plant-A Insights Group. Acknowledged by Forbes as one of the Best Employers for New Grads. Healthcare Innovation's Top Companies to Work for in Healthcare (2025).

Job Description

The Information Technology Customer Support Analyst will be responsible for providing technical support to end-users of IT systems and applications. The role involves diagnosing and resolving technical issues, providing guidance and training to end-users, and ensuring that all issues are resolved in a timely and effective manner. The Information Technology Customer Support Analyst will also be responsible for documenting support requests and maintaining accurate records of support incidents.

Education

• Preferred: Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent experience.

Experience

• Required: 4+ years of experience in IT customer support or related field, with a focus on end-user support and troubleshooting OR Bachelor's degree in Computer Science, Information Technology, a related field.

Skills

• Leads a team of service desk analysts, including hiring, training, and performance management.
• Understands and assists with maintaining operational efficiency withing the service desk team.
• Effectively collaborates with tier 2 and tier 3 resources to ensure end to end operational effectiveness across the incident lifecycle.
• Responsible for assisting with resource management and process management of the service desk team.
• Assists with the development of long term service desk strategies that align with the organization’s overall IT and business objectives.

Licensure / Certification / Registration

• N/A

Benefits

Benefits Medical, Vision, Dental, Retirement with Employer Match and more (20+ hrs/week).

Company Mission & Values

Our Mission To improve the health of the communities we serve. Our Vision To be the best for those who need us. Our Values Safety, compassion, respect, and integrity.

At CoxHealth, we don't just provide medical services; we've created an atmosphere where innovation, collaboration, values, and excellence come together to transform lives. Whether you desire to work in a clinical or non-clinical capacity, CoxHealth has the perfect position for you! CoxHealth is the region's employer of choice because we keep our mission, vision, and values in mind with every decision for our employees and our patients.

CoxHealth is the area leader in health care and community involvement, with six hospitals, more than 80 clinics, five ERs and more than 14,000 employees throughout southwest Missouri. We offer a wide range of treatments and services to help with whatever health needs you might have. Whether you're about to become a parent, have an illness or need medical information, we're here for you. And if your goal is to live a healthy, balanced life with the best tools available, we can help with that, too. We know that your health and the health of your loved ones are some of the most personal, important parts of your life. That's why we keep our Mission, Vision and Values at the center of everything we do, every day. Thank you for choosing CoxHealth.