SD Analyst

Provalus; Whiteville (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Provalus is seeking a Customer-focused Service Desk Analyst to provide first-level technical support in a fast-paced clinical environment. The role involves troubleshooting hardware, software, and network issues, servicing end-user devices, and managing incidents via ticketing systems in person.

Ideal candidates will have strong customer service skills, the ability to collaborate within a team, and experience with remote support tools and common IT platforms.

Qualifications

• Experience with ticketing systems (JIRA, Salesforce, ServiceNow).
• Familiarity with Active Directory, Azure, and Microsoft Office 365.
• Experience using remote support tools (LogMeIn, ConnectWise, Remote Desktop).
• Experience with call routing tools (Five9, RingCentral, MS Teams, Zoom).

Responsibilities

• Provide first-level technical support for hardware, software, and peripheral issues.
• Troubleshoot desktops, laptops, mobile devices, printers, and network connectivity.
• Support user accounts, access management, and security in alignment with IT policies.
• Document and track incidents and service requests within the ticketing system.
• Install, configure, and maintain end-user software and equipment.
• Deliver remote support while maintaining excellent customer service standards.
• Assist with onboarding, offboarding, equipment setup, and asset tracking.
• Escalate complex issues to higher-tier IT teams when necessary.

Skills

Customer service

Team collaboration

Independent work

Tools

JIRA

Salesforce

ServiceNow

LogMeIn

ConnectWise

Remote Desktop

Five9

RingCentral

MS Teams

Zoom

Active Directory

Azure

Office 365

Job description

We are seeking a customer-focused Service Desk Analyst to provide first-level technical support in a fast-paced clinical environment. This role primarily manages customer incidents and service requests via phone and ticketing systems.

Success in this position requires strong troubleshooting skills, adherence to Service Level Agreements (SLAs), proactive communication, and collaboration with internal IT teams.

Key Responsibilities:

• Provide first-level technical support for hardware, software, and peripheral issues
• Troubleshoot desktops, laptops, mobile devices, printers, and network connectivity
• Support user accounts, access management, and security in alignment with IT policies
• Document and track incidents and service requests within the ticketing system
• Install, configure, and maintain end-user software and equipment
• Deliver remote support while maintaining excellent customer service standards
• Assist with onboarding, offboarding, equipment setup, and asset tracking
• Escalate complex issues to higher-tier IT teams when necessary

Qualifications & Requirements:

• Strong customer service and interpersonal skills
• Ability to collaborate effectively within a team environment
• Comfortable working with minimal supervision
• Experience with ticketing systems (JIRA, Salesforce, ServiceNow, etc.)
• Familiarity with Active Directory, Azure, and Microsoft Office 365
• Experience using remote support tools (LogMeIn, ConnectWise, Remote Desktop, etc.)
• Experience with call routing tools (Five9, RingCentral, MS Teams, Zoom, etc.)

Full Time

Work Location: In person