Support Jobs in Dover, DE

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Service Desk Analyst I

Bayhealth Dover, DE

Dover, DE

Today

$23 - $34/hr Full time Application Support Customer Support End User Support

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Job Description

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

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

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