Remote IT Service Desk Analyst I | Customer-Focused Tech Support

Advocate Health; Charlotte (NC); Remote; USD 42,000 - 60,000; Full time

Job summary

Advocate Health is seeking a Service Desk professional to provide initial technical support to customers, troubleshoot basic issues, and guide users through standard problems. You will document interactions, gather information, and escalate complex cases to second-tier teams when needed.

The role emphasizes strong customer service, effective communication, and adherence to policy while supporting LAN/WAN software, hardware, and applications in a remote-capable environment.

Qualifications

• High school diploma or equivalent required.
• Typically 1 year of experience in customer service, call center, or service desk.
• Strong interpersonal and communication skills are essential.
• Basic understanding of hardware, software, and IT concepts.

Responsibilities

• Provide initial support troubleshooting for LAN/WAN-based software and desktop hardware.
• Ask clarifying questions, present options, and determine issue complexity.
• Document all interactions in the service management system.
• Escalate unresolved issues to second-tier support and inform customers of status.
• Meet established KPI and maintain high ticket closure rate.
• Adhere to Advocate Health policies and procedures.

Skills

Customer service

Communication

Multitasking

Analytical skills

Problem solving

Technical aptitude

Education

High school diploma

Tools

Call tracking system

Job description

Advocate Health is seeking a Service Desk professional to provide initial technical support to customers, troubleshoot basic issues, and guide users through standard problems. You will document interactions, gather information, and escalate complex cases to second-tier teams when needed.

The role emphasizes strong customer service, effective communication, and adherence to policy while supporting LAN/WAN software, hardware, and applications in a remote-capable environment.