IT Help Desk Analyst I — On-Site Support & SLA Focus

Crossroads-Treatment-Centers; Greenville (SC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with match

Paid parental leave

Mental Health Day

Life Insurance

Disability insurance

Job summary

Crossroads Treatment Centers is seeking an on-site Help Desk Analyst I in Greenville, SC to deliver frontline IT support for clinical and administrative users. You will handle tickets, assist with hardware/software issues, and ensure timely resolutions across local and remote clinics.

The role requires familiarity with Windows, MS Office, EMR systems, and a customer-focused mindset. Prior help desk experience and CompTIA A+ are desirable; Freshservice experience is a plus.

Qualifications

• 6 months of customer service experience focused on satisfaction and operational excellence.
• Experience in desktop/laptop hardware repairs or upgrades is helpful.
• CompTIA A+ certification is desirable.
• Strong knowledge of Windows 7, Microsoft Office, EMR systems.
• Proficiency with MS Operating Systems, Remote support, and Smart Devices.

Responsibilities

• Provide IT Help Desk/Level 1/Level 2 support for local and remote clinics via phone, email, or remote sessions.
• Follow up with users to ensure tickets are resolved within the contracted or agreed time frame.
• Configure new user equipment and accounts.
• Provide troubleshooting expertise for PCs, laptops, printers, medical equipment, and software.
• Analyze, investigate, and resolve high-level support issues from tickets in the system.
• Adhere to Service Desk procedures and SLA commitments.
• Collaborate across departments when required.

Skills

Customer service

Technical support

Help desk

Troubleshooting

Ticketing system

Windows

MS Office

Remote support

EMR systems

Education

CompTIA A+ certification (desirable)

Tools

Freshservice

Job description

Crossroads Treatment Centers is seeking an on-site Help Desk Analyst I in Greenville, SC to deliver frontline IT support for clinical and administrative users. You will handle tickets, assist with hardware/software issues, and ensure timely resolutions across local and remote clinics.

The role requires familiarity with Windows, MS Office, EMR systems, and a customer-focused mindset. Prior help desk experience and CompTIA A+ are desirable; Freshservice experience is a plus.