IT Service Desk Analyst: World‑Class 1st‑Line Support

Beth Israel Lahey Health; Lahey (TX); 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 Tier 1 support across the organization. You will log, triage, and resolve incidents using the ITSM suite, while ensuring timely follow-up and strong customer relations.

The role covers desktops, printers, and mobile devices, with a focus on knowledge sharing and continuous learning in a fast-paced healthcare environment. Ideal candidates have 1–3 years of enterprise IT support experience, strong Windows/macOS

Qualifications

• 1–3 years of Service Desk/IT Support experience in a large enterprise.
• Strong knowledge of Windows 10 and Mac OS in an enterprise setting.
• Familiarity with ITSM systems such as ServiceNow or Remedy.
• Solid understanding of network fundamentals and basic security concepts.
• Experience with Dell/Apple hardware is desirable.

Responsibilities

• Respond to calls, emails, and work orders, logging incidents/requests in the ITSM system.
• Provide Level 1 support, triage, and resolution to meet SLAs.
• Escalate complex issues to the Supervisor, Service Desk as needed.
• Diagnose and resolve desktop issues, including OS, profiles, and authentication.
• Support and troubleshoot network-related issues and VPN connections.
• Assist in developing and maintaining the knowledge base and standard workflows.

Skills

Customer service

Communication

Troubleshooting

Windows OS

Mac OS

Teamwork

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Citrix

Active Directory

Office 365

Job description

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world-class Tier 1 support across the organization. You will log, triage, and resolve incidents using the ITSM suite, while ensuring timely follow-up and strong customer relations.

The role covers desktops, printers, and mobile devices, with a focus on knowledge sharing and continuous learning in a fast-paced healthcare environment. Ideal candidates have 1–3 years of enterprise IT support experience, strong Windows/macOS