IT Service Desk Analyst | Level 1 Support

Beth Israel Lahey Health; Northern (KY); Hybrid; USD 29,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health in Charlestown, MA is seeking a Service Desk Analyst to deliver world-class Tier 1 IT support for end users across its network of hospitals and affiliates. You will log, triage, resolve, and follow up on service requests and incidents, working to meet SLAs while maintaining a positive customer experience.

The role requires Windows 10 and macOS knowledge, familiarity with Office 365 and mobile platforms, and experience with ITSM tools such as ServiceNow or Remedy.

Qualifications

• High School diploma or GED required.
• 1-3 years related work experience in a large enterprise MS Windows/MS Office environment.
• Knowledge of Windows 10 and macOS; mobile platforms (iOS/Android).
• Knowledge of network fundamentals; experience with Citrix; Microsoft infrastructure (Windows, Active Directory, Exchange) and Office 365.
• Experience with ITSM systems such as ServiceNow or Remedy; ability to learn quickly and document complex issues.
• Advanced technical skills for IT support and familiarity with multiple hardware brands are desirable.

Responsibilities

• Responds to calls, emails, and tickets by logging incidents/requests in the ITSM tool and ensuring data accuracy.
• Provides Level 1 support; aims to meet SLAs and deliver high customer satisfaction.
• Escalates issues to Supervisor when elevated support is required.
• Diagnoses and resolves desktop/peripheral issues, including OS security, access, passwords, and profiles.
• Assists with basic network tasks (IP, DNS) and remote troubleshooting.
• Participates in training and cross-training to maintain technical skills.
• Gains understanding of BILH clinical/core applications to troubleshoot performance and interoperability issues.
• Applies best practices in IT security to identify vulnerabilities.
• Contributes to knowledge base and standard workflows; supports Critical Incident Management processes.

Skills

Windows OS

MAC OS

IT support

Citrix

Active Directory

Office 365

ITSM tools

Remote support

EHR familiarity

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Citrix

Exchange

Active Directory

Office 365

Job description

Beth Israel Lahey Health in Charlestown, MA is seeking a Service Desk Analyst to deliver world-class Tier 1 IT support for end users across its network of hospitals and affiliates. You will log, triage, resolve, and follow up on service requests and incidents, working to meet SLAs while maintaining a positive customer experience.

The role requires Windows 10 and macOS knowledge, familiarity with Office 365 and mobile platforms, and experience with ITSM tools such as ServiceNow or Remedy.