IT Customer Support Analyst - Service Desk

CoxHealth; Springfield (MO); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, Vision, Dental

Employer match retirement plan

Job summary

CoxHealth IT is seeking an Information Technology Customer Support Analyst to provide technical end-user support, diagnose and resolve issues, and document incidents. This role leads the service desk team, coordinates with Tier 2/3 resources, and helps maintain efficient operations across the incident lifecycle.

A Bachelor's degree is preferred, with 4+ years of related experience. The role is based at Primrose Place in Springfield, MO, with a standard 40-hour week and day shift hours.

Qualifications

• 4+ years of IT helpdesk or related experience.
• Bachelor's degree in Computer Science/Information Technology or related field may substitute for experience.

Responsibilities

• Lead a team of service desk analysts, including hiring, training, and performance management.
• Ensure end-to-end incident lifecycle efficiency through Tier 2/3 collaboration.
• Document support requests and maintain accurate incident records.
• Assist with resource management and service desk process improvements.

Skills

Team leadership

End-user support

Incident management

Training and coaching

Collaboration with Tier 2/3

Resource management

Education

Bachelor's degree in Computer Science/Information Technology

Job description

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).

Benefits

• Medical, Vision, Dental, Retirement with Employer Match and more (20+ hrs/week)
• For a comprehensive list of benefits, please click here: Benefits | CoxHealth

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