Service Desk Analyst

Self Regional Healthcare; Greenwood (SC); On-site; USD 42,000 - 62,000; Full time

Job summary

Self Regional Healthcare in Greenwood, SC seeks an IT Service Desk Analyst to provide front-line technical support for staff and patients across multiple facilities, including handling MyChart inquiries and clinical systems.

The role emphasizes strong troubleshooting, clear communication, and customer service excellence in a healthcare environment, with a standard 8:00 AM–5:00 PM, Monday–Friday schedule.

Qualifications

• Associate degree in IT preferred or equivalent experience.
• 1–2 years in a technical support or service desk role.
• Familiarity with Epic EHR and MyChart strongly preferred.
• Excellent verbal and written communication skills, especially with non-technical users.
• Demonstrated ability to troubleshoot hardware, software, and network issues.
• Strong organizational skills with multitasking and prioritization.
• Customer-focused mindset with responsive, respectful support.

Responsibilities

• Respond to IT service desk calls, emails, and tickets from staff and patients.
• Provide first-level support for desktops, laptops, printers, mobile devices, software, and clinical systems.
• Assist patients with MyChart login, setup, and navigation issues.
• Monitor system consoles and alerts; escalate issues as needed.
• Document troubleshooting steps and contribute to knowledge base articles.
• Coordinate resolution paths and communicate with IT leadership on significant incidents.
• Maintain accurate documentation in the ticketing system and onboard new users.
• Support onboarding by configuring accounts and access according to role.

Skills

Communication

Troubleshooting

Customer service

Multitasking

Healthcare IT

Education

Associate’s degree preferred

Equivalent work experience

Job description

Position Summary

The IT Service Desk Analyst provides front-line technical support for a multi-facility healthcare organization, including hospitals, ambulatory practices, and patient-facing applications such as MyChart. The Analyst is responsible for monitoring IT systems, responding to service desk inquiries, resolving hardware and software issues, and ensuring high-quality support to internal staff and external patients. This position requires strong technical troubleshooting skills, clear communication, and a focus on delivering excellent customer service.

8:00AM-5:00PM, Monday-Friday

Key Responsibilities

• Respond promptly to incoming IT service desk calls, emails, and ticket submissions from hospital staff, ambulatory clinics, and patients.
• Provide first-level support for a wide range of technologies including desktops, laptops, printers, mobile devices, software applications, and clinical systems.
• Assist patients with MyChart‑related inquiries such as login issues, account setup, password resets, and general navigation.
• Monitor system consoles and alerts for network or system errors; escal…
• Coordinate and document troubleshooting steps for recurring issues; contribute to knowledge base articles and service documentation.
• Use judgment and initiative to assess the complexity of issues and determine appropriate resolution steps or escalation paths.
• Collaborate with other IT team members to ensure timely and effective resolution of incidents and service requests.
• Inform IT leadership of significant incidents, patterns…
• Maintain detailed and accurate documentation of support activities in the ticketing system.
• Support onboarding of new users by configuring accounts, devices, and access according to role-based requirements.
• Perform other related duties as assigned by the Service Desk Supervisor or Director of IT.

Education And Skills Qualifications

• Associate’s degree in Information Technology or a related field preferred; equivalent work experience will be considered.
• 1–2 years of experience in a technical support or service desk role, preferably in a healthcare environment.
• Familiarity with EHR systems (e.g., Epic) and patient portals (e.g., MyChart) strongly preferred.
• Excellent verbal and written communication skills, especially when interacting with non-technical users or patients.
• Demonstrated ability to troubleshoot hardware, software, and network-related issues.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Customer-focused mindset with a commitment to providing responsive, respectful, and solution-oriented support.