Help Desk Analyst

The Help Desk Analyst at Sinai Chicago supports a fast-paced healthcare environment by handling first-level IT incidents and service requests from the IT service desk. This onsite role in Chicago focuses on assessment, triage, research, and resolution for hardware, software, connectivity, and product-specific needs using phone, email, or in-person support.

What you’ll do

• Create a strong customer support experience through engaged listening and clear understanding, ensuring timely resolution or escalation, prompt progress communication, and consistently professional conduct.
• Act as a reliable team player who shows consideration and respect for others.
• Manage incident workflows including identification, diagnosis, troubleshooting, tracking, escalation, and resolution for hardware and software issues involving laptops, mobile devices, and related peripherals, before escalation to team leads or other resolver groups.
• Fulfill service requests for new set-ups, software installations, permissions, configurations, and related support tasks.
• Enter accurate ticket notes and resolution details to support incident management and problem management.
• Maintain ticket lifecycle communications, including follow-ups and status updates aligned with current Service Level Agreements.
• Attempt to resolve issues within the scope of the Help Desk before requesting escalation.
• Perform remedial actions and use toolkits to correct problems based on knowledge of operating systems, software, and viruses or malware.

Requirements

• Generally requires a Bachelor’s degree from an accredited college or university with a major in computer science, business, or public health, with two or more years of appropriate experience with Sinai systems able to substitute.
• Two or more years of Help Desk experience.
• Experience with the appropriate systems used at Sinai may be substituted.
• MCSE or equivalent is desired but not required.

Role details

• Location: Chicago, IL (onsite)
• Schedule: Full time, days, 0800-1630
• Salary: USD 19 per hourly
• Education: Bachelor’s degree (major in computer science, business, or public health)
• Minimum experience: 2 years
• Additional location detail: SHS