Service Desk Specialist — 1st Line IT Support

Anna Jaques Hospital; United States; On-site; USD 29,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world‑class Tier 1 IT support across the enterprise, including PCs, printers, and mobile devices.

You will log, triage, resolve, and follow up on requests and incidents, meet established SLAs, and escalate when necessary. This role emphasizes customer service, technical knowledge, and continuous learning, with collaboration across IT and clinical teams to ensure secure access.

Qualifications

• High School diploma or GED is required.
• 1–3 years of Service Desk/IT Support experience in a large enterprise.
• Experience with Windows 10, Mac OS, and mobile devices (iOS/Android).
• Solid knowledge of networking, Citrix, and Microsoft infrastructure.
• Experience with ITSM systems such as ServiceNow or Remedy; ability to learn quickly.

Responsibilities

• Respond to calls, emails, and work orders; log incidents and requests accurately.
• Provide Level 1 support and triage to meet SLAs and customer expectations.
• Escalate issues to the Supervisor, Service Desk as needed.
• Diagnose and resolve desktop and peripheral issues, including OS security and access.
• Support network-related tasks (IP, DNS) and platform investigations.
• Contribute to knowledge base and assist in training other IT staff.
• Work with clinical and IT teams to ensure secure access to applications.

Skills

Windows 10

Mac OS

iOS/Android devices

Network fundamentals

Citrix

Active Directory

Exchange/Office 365

ITSM (ServiceNow/Remedy)

EHR applications

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Active Directory

Exchange

Office 365

Job description

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world‑class Tier 1 IT support across the enterprise, including PCs, printers, and mobile devices.

You will log, triage, resolve, and follow up on requests and incidents, meet established SLAs, and escalate when necessary. This role emphasizes customer service, technical knowledge, and continuous learning, with collaboration across IT and clinical teams to ensure secure access.