IT Service Analyst I

About the role

The IT Service Analyst I provides first-line technical support via phone, email, and chat, assisting end-users with hardware, software, application, network, telecom, and access management issues. This role is the first point of contact for IT service requests, ensuring timely resolution, escalation when necessary, and excellent customer service. ESSENTIAL FUNCTIONS: First point of contact for IT support via phone and email. Level 1 troubleshooting for desktops, laptops, mobile devices, and printers. Password resets, account unlocks, and access management in Active Directory and Azure AD Citrix session and login troubleshooting - failed connections, session resets, reconnection errors Microsoft 365 support - Outlook connectivity, Teams errors, SharePoint access, licensing MFA enrollment and re-enrollment via Microsoft Authenticator; escalate persistent failures to Tier 2 Drive mapping failures and network share access for remote and on-site users Cerner and athenahealth application support; escalate issues beyond L1 scope VoIP and telecom troubleshooting including softphone applications VPN and remote access support. Ticket logging in Freshservice with detailed documentation of issue, steps taken, and resolution. SLA compliance - triage and prioritize tickets based on urgency and clinical impact Follow defined escalation paths with full handoff context documented Guide users to self-service resources. HIPAA-compliant handling of all support interactions and data MINIMUM REQUIREMENTS: Education: Associate degree in IT, Computer Science, or related field preferred. Equivalent work experience may be considered. Experience : Prior experience in IT support, customer service, or a technical role is a plus - not required Recent grads, career changers, and candidates building their first IT role encouraged to apply Coursework, internships, personal projects, and self-study will be considered Required: CompTIA A+ (must be obtained within 6 months of hire) Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, Network+ Knowledge and Skills: Windows 10/11, macOS, iOS, and Android operating systems. Active Directory and Azure AD / Entra ID - password resets and user access management. HIPAA and healthcare data privacy basics. Cerner and athenahealth EHR support; willingness to learn required. Citrix virtual desktop - session resets, login failures, reconnection issues. Microsoft 365. Outlook, Teams, SharePoint troubleshooting. MFA enrollment and re-enrollment via Microsoft Authenticator and DUO. Drive mapping, VPN, and remote access basics. VoIP, softphone, and mobile device management basics. Strong troubleshooting and communication skills. Ability to support clinical users with varying technical literacy. Freshservice or equivalent ITSM ticketing experience a plus PHYSICAL DEMANDS AND WORK ENVIRONMENT: Frequent physical demands include: Sitting , Reaching forward , Wrist position deviation , Pinching/fine motor activities , Talk or Hear Occasional physical demands include: Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching overhead , Squat/kneel/crawl Continuous physical demands include: Keyboard use/repetitive motion Lifting Floor to Waist 10 lbs. Lifting Waist Level and Above 10 lbs. Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing Anticipated Occupational Exposure Risks Include the following: N/A This position is eligible for the following benefits: Medical Plan Prescription drug coverage & In-House Employee Pharmacy Dental Plan Vision Plan Flexible Spending Account (FSA) - Healthcare FSA - Dependent Care FSA Retirement Savings and Investment Plan Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance