Service Desk Analytics Support Jobs

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Service Desk Technician

CHG Healthcare Salt Lake City, UT

Salt Lake City, UT

Today

$59k - $114k/yr Full time Application Support Azure Ad / Entra Id End User Support

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Job Description

CHG Healthcare is seeking a Service Desk Technician I to deliver frontline technical support, administer service desk tooling, and help improve service delivery across business units.

Responsibilities

Administer Service Desk applications, including Nexthink and CHGeeves, covering access, documentation, and configuration
Train others and act as subject matter expert for Service Desk tools
Use AI-assisted tools to speed troubleshooting, draft knowledge base content, identify patterns in service data, and recommend expansions to AI-driven Service Desk workflows that improve efficiency and customer experience
Build and maintain knowledge management assets, including Knowledge Based articles, standard operating procedures, and self-service resources for Tier 1 agents and customers based on ticket data gaps
Create dashboards and reports to communicate queue and tool health, the impact of improvements, and return on investment, and share trends with leadership
Represent the Service Desk on IT projects and coach teammates
Support Tier 2 ticket activity by backing up when needed
Apply ITIL practices across incident, request, problem, and change management
Manage and optimize workflows within Jira Service Management, ensure accurate ticket documentation, and use reporting to surface service trends

Requirements

Hands-on experience administering IT service tools, with the ability to ramp quickly on new platforms
Working knowledge of ITIL practices for incident, request, problem, and change management
Ability to review ticket and performance data to spot trends and translate findings into action
Clear written and verbal communication skills, including documenting processes, training others, and presenting to multiple cross-collaborative teams including senior leadership
Self-starter who takes ownership, makes sound decisions with incomplete information, and follows through

Technologies

Nexthink
CHGeeves
Jira Service Management
Windows OS
Mac OS
Microsoft 365
Active Directory
Intune
SCCM
Microsoft Entra ID (Azure AD)

Education & Experience

5+ years of experience in IT service desk, technical support, or a similar role, including Tier 2 responsibilities
Strong troubleshooting skills across Windows OS, Mac OS, Microsoft 365, Active Directory, and common business applications
Experience leading or contributing to projects involving multiple teams, from planning through delivery
Self-starter with strong attention to detail, personal accountability for deadlines, ability to adapt quickly, and capacity to handle multiple projects and requests
Ability to exercise sound judgment in complex situations
Excellent written and verbal communication with both technical and non-technical audiences

Preferred

ITIL Foundation certification (v3 or v4) or higher, or industry certifications such as CompTIA A+, Network+, Security+, or Microsoft MS-900 or AZ-900
Experience building automations or scripts to streamline workflows
Familiarity with Jira Service Management, Nexthink, or similar tools
Experience with endpoint management tools such as Intune or SCCM, and cloud identity management in Microsoft Entra ID (Azure AD)
Experience with ITSM reporting, including SQL queries, to build service metrics and KPIs
Knowledge management experience: writing, auditing, and maintaining knowledge base content for accuracy, findability, and usefulness
Comfort using AI tools to speed up troubleshooting and documentation
Background mentoring, coaching, or training teammates

Compensation

Salary range: USD 59,000 - 114,300 per year
Pay varies based on work location and job-related factors such as knowledge, position level, and experience
Recruiter can share the specific salary range for the job location during the hiring process

Benefits

401(k) retirement plan with company match
Traditional healthcare benefits such as medical and dental coverage
Onsite health centers
Corporate wellness programs and free behavioral health appointments
Flexible work schedules, including work-from-home options available
Recognition programs with rewards including trips, cash, and paid time off
Paid parental leave, fertility coverage, adoption assistance, and marriage counseling
Tailored training resources including free LinkedIn learning courses
Volunteer time off and employee-driven matching grants
Tuition reimbursement programs

Location: Salt Lake City, UT (onsite)

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