IT Service Desk Analyst – Frontline Support

Anna Jaques Hospital; United States; On-site; USD 29,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world-class support across the organization. The role focuses on logging, triaging, and resolving incidents, while ensuring timely follow-up and high customer satisfaction.

You will support PCs, printers, peripherals, and mobile devices, work within ITSM processes, and help maintain secure, efficient IT operations. A commitment to continuous learning and teamwork is essential.

Qualifications

• 1–3 years of Service Desk/IT Support experience in a large enterprise.
• Experience with MS Windows and MS Office environments.
• Familiarity with ITSM systems such as ServiceNow or Remedy.

Responsibilities

• Respond to calls, emails, and tickets within established guidelines and SLAs.
• Provide Level 1 desktop and peripheral support for Windows and macOS devices.
• Diagnose and resolve basic to intermediate issues related to OS, profiles, and network services.
• Escalate complex problems to the Supervisor for higher-level support as needed.
• Maintain accurate logs and document resolutions for the knowledge base.

Skills

Customer service

Communication skills

Learning agility

Education

High school diploma

Tools

Windows 10

macOS

Citrix

Office 365

ITSM (ServiceNow/Remedy)

Active Directory

Exchange

EHR systems

Job description

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world-class support across the organization. The role focuses on logging, triaging, and resolving incidents, while ensuring timely follow-up and high customer satisfaction.

You will support PCs, printers, peripherals, and mobile devices, work within ITSM processes, and help maintain secure, efficient IT operations. A commitment to continuous learning and teamwork is essential.