IT Service Desk Analyst - NIGHT SHIFT

Ernest Health, Inc.; Jacksonville, Northern (FL, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

401K with employer matching

Health benefits

Paid time off

Job summary

Ernest Health, Inc. is seeking an IT Service Desk Analyst to join our team. This remote role supports hospital staff, vendors, and professionals, handling incoming requests via phone and self-service portals with a focus on hardware and application issues.

The analyst will document, escalate, and maintain knowledge base entries while ensuring timely updates to users and IT teams. The position requires strong customer service, proficiency with Office 365, Active Directory/Entra accounts, and

Qualifications

• Minimum high school diploma or GED; associate degree preferred.
• Prior help desk/service desk support experience is required.
• Experience with Windows laptop/desktop support is required.
• Experience with Freshservice or similar ticketing system is required.
• Windows printer installation/troubleshooting experience is required.

Responsibilities

• Serve as the primary IT support contact for hospital staff, vendors, and professionals via phone and self-service portal.
• Document issues thoroughly, escalate timely when needed, and contribute to the IT knowledge base.
• Maintain clear, timely communication with end-users and IT teams; support outage communications.
• Support event management activities and communicate resolution notices for outages to inform teams and partners.

Skills

Help desk experience

Remote support

Office 365

Active Directory/Entra

Freshservice or ticketing system

Printer support

Education

High School Diploma or GED

Associate’s Degree preferred

Tools

Freshservice

Office 365

Active Directory/Entra

Job description

Overview

AtErnest Health, we provide specialized medical and rehabilitative services to our patients through our rehabilitation and long-term acute care hospitals. We treat patients who often are recovering from disabilities caused by injuries or illnesses, or from chronic or complex medical conditions.

We strive to attract, retain, develop, and empower our employees, supporting them in their professional growth with career advancement opportunities and a path to success within our organization.

We are seeking an IT Service Desk Analyst to join our team!

This is a remote position.

As a participating hospital of Ernest Health, we offer robust recognition, wellness, and retention programs. These programs focus to enhance the employees’ work experience, recognize, and celebrate achievements. We also encourage employees to share their work experience through “My Ernest Journey” and through our Engagement Survey, where our approach is “You Spoke, We Listened”. These platforms provide additional avenues for employees to give feedback about their work experience and share what is important to them.

Our hospital offers comprehensive benefits, designed to support your health and financial well-being.

Benefits:

• PPO and High Deductible Medical Plan options
• Flexible Spending and Health Savings Account options available
• Dental and Vision coverage
• 401K with employer matching
• Life insurance
• Short-and-long term disability

Wellness & Work Life Balance:

• Employee Assistance Program
• Wellness Program with quarterly wellness challenges with participation incentives
• Earned Time Off - start accruing vacation time on start date

Qualifications

Required Skills:

• High School Diploma or GED; Associate’s Degree preferred.
• Prior Help Desk/Service Desk Support experience required.
• Windows Laptop or Desktop support experience required.
• Experience with Freshservice or similar ticketing system required.
• Windows based printer installation/troubleshooting experience required

Additional Qualifications/Skills:

Required

• Demonstrates ability to work with users of varied positions to provide highly effective support and problem resolution skills.
• Customer focused, troubleshooting skills.
• Proficiency with data entry, word processing, email and record management.
• Effective organizational and time management skills.
• Outstanding written and verbal communication skills.
• Punctual and Regular Attendance.
• Experience with Office 365, Outlook, Active Directory/Entra accounts
• Ability to maintain proper levels of confidentiality.
• Ability to work closely and professionally with others.
• Ability to remotely support users.

Preferred

• Experience with SCCM/Intune managed devices.
• CompTIA A+ or similar Help Desk Related Certification.
• Experience in a Healthcare based IT setting.
• Experience with Microsoft 365, SharePoint, Entra ID, EMR, Printer Logic

Responsibilities

The Service Desk Analyst serves as the primary point of contact for IT support for hospital staff, employees, vendors, and consulting medical professionals. This role involves efficiently handling incoming support requests via phone and self-service portals, with a focus on identifying and resolving hardware and application problems. Key responsibilities include thorough issue documentation, timely escalations, contributions to the IT knowledge base, and ensuring clear, timely communication with end-users and internal IT teams. The analyst also plays a role in event management, communicating initial details and resolution notices for critical outages to effectively inform IT teams and hospital business partners. The position requires exceptional customer service skills and strong written and verbal communication abilities.