IT Service Desk Analyst

Ernest Health is hiring a Remote IT Service Desk Analyst in Greenwood, SC to provide primary IT support for hospital staff, employees, vendors, and consulting medical professionals. This role centers on handling inbound support requests, diagnosing hardware and application issues, escalating when needed, and keeping users informed during critical outages.

Role Overview

In this position, you will serve as the primary point of contact for IT assistance, responding through phone and self-service portals. You will document issues thoroughly, contribute to the IT knowledge base, and communicate clearly with both end-users and internal IT teams. You will also support event management by sharing initial details and resolution notices for critical outages.

Responsibilities

• Act as the primary IT support contact for hospital staff, employees, vendors, and consulting medical professionals.
• Handle incoming support requests through phone and self-service portals, focusing on identifying and resolving hardware and application problems.
• Maintain thorough issue documentation, submit timely escalations, contribute to the IT knowledge base, and provide clear, timely communication to end-users and internal IT teams.
• Support event management by communicating initial outage details and resolution notices for critical events to inform IT teams and hospital business partners.
• Provide exceptional customer service with strong written and verbal communication skills.

Required Qualifications

• High School Diploma or GED; Associate’s Degree preferred.
• Prior Help Desk or Service Desk Support experience required.
• Windows laptop or desktop support experience required.
• Experience with Freshservice or a similar ticketing system required.
• Windows-based printer installation and troubleshooting experience required.
• Ability to work effectively with users in varied roles to deliver strong problem resolution.
• Customer focused troubleshooting skills.
• Proficiency with data entry, word processing, email, and record management.
• Strong organizational and time management skills.
• Outstanding written and verbal communication skills.
• Punctual and regular attendance.
• Experience with Office 365, Outlook, and Active Directory/Entra accounts.
• Ability to maintain appropriate confidentiality.
• Ability to work closely and professionally with others.
• Ability to remotely support users.

Preferred Qualifications

• Experience with SCCM/Intune managed devices.
• CompTIA A+ or similar help desk-related certification.
• Experience in a healthcare-based IT environment.
• Experience with Microsoft 365, SharePoint, Entra ID, EMR, and Printer Logic.

Technologies

• Windows
• Freshservice
• Office 365 and Microsoft 365
• Outlook
• Active Directory, Entra, Entra ID
• SharePoint
• SCCM/Intune, Intune
• EMR
• Printer Logic

Benefits

• PPO and High Deductible Medical Plan options
• Flexible Spending and Health Savings Account options available
• Dental and Vision coverage
• 401K with employer matching
• Life insurance
• Short-term and long-term disability
• Employee Assistance Program
• Wellness Program with quarterly wellness challenges with participation incentives
• Earned Time Off with vacation time accruing starting on the start date