Service Desk Analyst

Self Regional; Panola Village (SC); On-site; USD 42,000 - 55,000; Full time

Job summary

Self Regional Healthcare in Greenwood, SC is seeking an IT Service Desk Analyst to provide front-line technical support across hospitals, clinics, and patient portals such as MyChart. This on-site role requires strong troubleshooting, clear communication, and a dedication to excellent customer service.

The analyst will handle desktop/laptop/printer issues, assist patients with MyChart login and navigation, monitor system alerts, document steps, and collaborate with IT teams to resolve incidents

Qualifications

• Associate’s degree 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 with non-technical users or patients.
• Demonstrated ability to troubleshoot hardware, software, and network-related issues.

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; elevate critical issues to appropriate technical teams as needed.
• 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 of concern, or service-impacting events.
• 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.

Skills

Technical support

Customer service

Communication skills

Troubleshooting

Multitasking

Education

Associate degree in IT or related field

Tools

Epic EHR

MyChart

IT ticketing system

Job description

Self Regional Healthcare
Greenwood, SC 29646, USA

Description

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

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.

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; elevate critical issues to appropriate technical teams as needed.
• 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 of concern, or service-impacting events.
• 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.