IT Service Desk Analyst – Tier 1 Support & Onboarding

MRO; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

MRO seeks a Service Desk Analyst to support employees and external customers with technical assistance, configuration, and provisioning of hardware and software across internal systems and healthcare products.

The role is a Tier 1 position for a professional with 1–5 years of experience who will handle end-user tickets, manage identity from AD/Entra ID, and assist in provisioning hardware. Collaboration with Tier 2 and external partners is essential.

Qualifications

• Strong customer service skills and a positive interaction approach.
• Ability to learn new applications quickly using peers, documentation, and available resources.
• Ability to adhere to established processes and policies.
• Excellent written and verbal communication skills.
• Collaborative across technical teams to achieve shared goals.
• Translate general requirements into actionable tasks.
• Comfortable working with remote colleagues across the US and India.
• Self-starter able to work with moderate supervision.

Responsibilities

• End-User Support Ticketing: manage tickets via JIRA and phone intake, classify issues, resolve or escalate.
• User Management: administer access using AD/Entra and company apps; obtain required approvals.
• Troubleshooting and Remote Resolution: resolve issues remotely or escalate to Tier 2; maintain detailed ticket notes.
• Onboarding and Offboarding: provision/terminate accounts and coordinate hardware delivery with partners.

Skills

Customer service

Learning quickly

Communication

Team collaboration

Remote collaboration

Task translation

Self-starter

Problem solving

Education

Bachelor's degree in IT or related

Tools

Office 365

Windows/macOS

AD/Entra ID

Intune/JAMF

JIRA Service Management

Job description

MRO seeks a Service Desk Analyst to support employees and external customers with technical assistance, configuration, and provisioning of hardware and software across internal systems and healthcare products.

The role is a Tier 1 position for a professional with 1–5 years of experience who will handle end-user tickets, manage identity from AD/Entra ID, and assist in provisioning hardware. Collaboration with Tier 2 and external partners is essential.