End User Support Analyst I - Service Desk

Job Requirements POSITION SUMMARY The End User Support Analyst I serves as the front line of IT support, delivering high-quality technical assistance to end users in a primarily remote, call center-based environment. The End User Support Analyst I is responsible for resolving technical issues by remotely accessing user devices, managing support tickets, educating end users, and ensuring a seamless customer experience while adhering to Health First’s ICARE values. The End User Support Analyst I plays a critical role in maintaining system functionality, supporting enterprise applications, and upholding security standards, all while consistently exceeding customer expectations and supporting organizational objectives. The End User Support Analyst I is a highly visible position requiring strong communication, technical troubleshooting, and customer service skills. The End User Support Analyst requires flexibility in scheduling, including shift work and potential on-call responsibilities. PRIMARY ACCOUNTABILITIES Serves as the first point of contact for Information Technology support requests received through phone and ticketing systems. Diagnoses and resolves hardware, software, and network issues using remote access tools whenever possible. Logs, tracks, and manages incidents and service requests accurately within the ticketing system. Follows established troubleshooting procedures and escalates issues to Tier 2 support as appropriate. Escalates recurring or widespread incidents to escalation management coordinators to support timely resolution. Monitors and triages incoming tickets from the self-service web portal and maintains required status updates as applicable. Utilizes, creates, updates, and flags knowledge articles to support accurate and efficient resolution of incidents and requests. Delivers professional, courteous, and effective customer service in every interaction and communicates technical solutions in a user-friendly manner. Follows standard call handling procedures, including greeting, issue confirmation, and closure, and resolves tickets at First Contact Resolution whenever possible. Collaborates with cross-functional Information Technology teams to resolve complex issues and participates in ongoing technical and customer service training. Adheres to information security policies and procedures, protects the confidentiality and integrity of systems and data, and escalates security risks or incidents appropriately. Demonstrates proficiency in using artificial intelligence-enabled tools and technologies to improve troubleshooting efficiency, knowledge management, end-user support, and operational productivity. Work Experience MINIMUM QUALIFICATIONS Education: High School Diploma or equivalent Work Experience: None Licensure: None Certification: Health Desk Institute (HDI) Service Center Analyst Certification within six (6) months of start date and maintained. Skills/Knowledge/Abilities: Excellent verbal and written communication skills. Ability to manage multiple tasks in a fast-paced, customer-focused environment. Knowledge of customer service principles, technical troubleshooting practices, communication methods, and team collaboration. Skilled in customer service, technical troubleshooting, communication, time management, multitasking, and attention to detail. Ability to manage multiple priorities, communicate effectively, collaborate with others, and apply sound problem-solving in a service environment. Must be able to work at a workstation and take phone calls for extended durations Must be able to handle stressful and dynamic work situations while contributing to a team environment Flexibility to work various shifts, including evenings, weekends, and on-call rotations PREFERRED QUALIFICATIONS Education: Associate’s degree in information technology or related field. Work Experience: Three (3) years of customer service or call center IT support experience. Skills/Knowledge/Abilities: Experience in healthcare IT environment Strong knowledge of Microsoft Windows OS and Microsoft 365 applications Experience with remote support tools and ticketing systems Strong problem-solving and analytical abilities. PHYSICAL REQUIREMENTS Physically agile; may require walking, standing, running, bending, stooping, kneeling, climbing, or crouching frequently. May occasionally include lifting or moving objects up to 50 pounds, with or without assistance. May require moving in different positions to accomplish tasks in various environments including tight and confined spaces, including reaching out and above shoulders, or overhead. May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift. May be exposed to inside and outside environments with varied temperatures, air quality, lighting, and/or low to loud noise. May require working with biohazards such as blood/body fluids and airborne particles following OSHA and CDC guidelines. Communicating with others to exchange information. Visual acuity and hand-eye coordination to perform tasks. Workspace may vary from open to confined. May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle. Benefits ABOUT HEALTH FIRST At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve. Schedule : Full-Time Shift Times : evenings Paygrade : PG-29