Service Desk Analyst, Full Time, 1st Shift

Self Regional Healthcare Inc.; Kansas City (MO, SC); On-site; USD 42,000 - 64,000; Full time

Job summary

Self Regional Healthcare Inc. is seeking an IT Service Desk Analyst to provide front-line technical support for hospital staff, clinics, and patients using MyChart.

You will monitor systems, respond to inquiries, and resolve hardware and software issues with a focus on patient experience. The role requires strong communication, troubleshooting skills, and the ability to document incidents and contribute to the knowledge base.

Qualifications

• Associate degree preferred; equivalent work experience considered.
• 1–2 years in a technical support or service desk role.
• Familiarity with EHR systems (Epic) and patient portals (MyChart) preferred.
• Excellent verbal and written communication skills for non-technical users.
• Troubleshoot hardware, software, and network issues.
• Strong organizational skills in a fast-paced environment.
• Customer-focused mindset with a service-oriented approach.

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 desktops, laptops, printers, mobile devices, software applications, and clinical systems.
• Assist patients with MyChart-related inquiries such as login issues, account setup, passwords, and navigation.
• Monitor system consoles and alerts; escalate critical issues to technical teams as needed.
• Coordinate and document troubleshooting steps; contribute to knowledge base and service docs.
• Assess issue complexity and determine resolution steps or escalation paths.
• Collaborate with IT team members for timely incident resolution.
• Inform IT leadership of significant incidents or patterns.
• Maintain detailed documentation of support activities in the ticketing system.
• Support onboarding of new users by configuring accounts and access according to role.
• Perform other duties as assigned by Service Desk Supervisor or Director of IT.

Skills

Customer service

Communication skills

Troubleshooting

Healthcare IT

Epic EHR

MyChart

Documentation

Education

Associate's degree in IT

Equivalent work experience

Tools

Epic

MyChart

Ticketing systems

Job 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; escalated 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.