Service Desk Analyst I

As a Service Desk Analyst I, you will help deliver first-level IT support for Bayhealth staff, patients, and external vendors. The role focuses on resolving basic to intermediate technology issues, maintaining IT service management records, and coordinating escalations to higher-level support when needed.

Location and Schedule

• Work location: Dover, DE (onsite)
• Campus: Kent Campus Hospital
• Status: Full Time (80 Hours)
• Shift: Day/Evening

Compensation

• Hourly rate: USD 23.32 - 34.97
• Range provided: USD 23 - 34 per hourly

Key Responsibilities

• Handle incident management by logging new tickets or requests and updating or escalating existing items through closure to meet established Service Level Agreements (SLA).
• Monitor team queues for incoming issues and use ticket management software to document problems appropriately.
• Provide basic to intermediate remote and phone troubleshooting for IT issues, covering areas such as in-house software, hardware, AV equipment, mobile devices, laptops, PCs, and printers.
• Support on-site employees, remote employees, and external customers/vendors in a timely and professional manner.
• Assist with user account support, including password assistance, email content review and validation, and basic access support for Windows and Bayhealth EMR (EPIC).
• Gather and standardize required information to support correct Incident/Request prioritization and proper call routing when escalation is required.
• Contribute to Knowledge Management through article creation and review, using the Knowledge Base to accelerate Incident resolution.
• Provide ongoing updates to callers on call and ticket progress and status.
• Participate in rotational on-call coverage at a minimum of once per month for one-week durations.
• Perform other duties as assigned within the scope of responsibility.

Required Qualifications

• Education: High School Diploma or GED
• Credential(s): None Required
• Experience: Two (2) years of related IT industry experience
• Additional experience: Three (3) years of IT experience with at least 1 year in a Help Desk, Service Desk, or similar role

Preferred Qualifications

• Education: Associate Degree (Information Technology)
• Credential(s): A+ Certification

Technologies and Tools

• IT Service Management System (ITSM)
• Knowledge Base Articles (KBA)
• Ticket management software
• Bayhealth self-service portal
• Windows
• Bayhealth EMR (EPIC)

Benefits

• Generous Paid Time Off and Paid Holidays
• Matching 401(k)/403(b) Plans
• Excellent Health, Dental, and Vision
• Disability and Life Insurance options
• On Site Child Care
• Educational Reimbursement
• Health Care and Dependent Care Flex Spending Accounts
• Voluntary Benefits including Critical Care Coverage and more

Apply

To view a full list of open positions, visit: https://apply.bayhealth.org/join/