IT Service Desk Analyst I — 24x7 On-Call Support

Philips; Northern (KY); Hybrid; USD 33,000 - 52,000; Full time

Benefits offered by this job

PTO

401k match

HSA

Stock purchase plan

Education reimbursement

Job summary

Philips AM&D is seeking an IT Service Desk Analyst I to resolve technical issues and empower users through timely application support and problem resolution. You will handle high volumes of incidents via phone and ServiceNow, troubleshoot AWS Workspaces, and assist with user account tasks while maintaining professional user support.

Excellent communication and a willingness to cover weekend on-call rotation are required.

Qualifications

• 1+ years in IT helpdesk, technical product support or IT customer service roles.
• Knowledge of ticketing systems such as ServiceNow; MS products and Windows OS.
• Exposure to AWS or cloud-based services; ITIL, RCA, issue management and admin support is a plus.

Responsibilities

• Handle a high volume of incidents and service requests daily via phone and ServiceNow queues.
• Ensure timely resolution within SLA by assessing priority, impact, and escalation needs.
• Provide exceptional support to internal users via phone and email, staying responsive and professional.
• Troubleshoot AWS Workspaces and Philips AM&D applications; assist with password resets and Office 365 setup.
• Create and manage incidents, knowledge base articles, and other ServiceNow functions.

Skills

ServiceNow

Windows OS

MS Office

AWS (cloud)

Education

High school diploma or vocational education

Job description

Philips AM&D is seeking an IT Service Desk Analyst I to resolve technical issues and empower users through timely application support and problem resolution. You will handle high volumes of incidents via phone and ServiceNow, troubleshoot AWS Workspaces, and assist with user account tasks while maintaining professional user support.

Excellent communication and a willingness to cover weekend on-call rotation are required.