T1 Service Desk Analyst

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Job#: 3038155

Job Description:

Service Desk Analyst (Tier 1) - Healthcare Enterprise IT Environment

Join a leading, large-scale integrated healthcare organization supporting thousands of end users across multiple hospitals, clinical sites, and corporate locations. This team plays a critical role in ensuring seamless IT operations that directly impact patient care and business performance.

Overview

The Service Desk Analyst is responsible for delivering high-quality, Tier 1 technical support across a complex enterprise environment. This role owns the full lifecycle of incident and service request management-including intake, triage, troubleshooting, resolution, and documentation-while providing an exceptional customer experience.

This is a hands-on, user-facing support role requiring strong technical troubleshooting skills, clear communication, and the ability to resolve issues in real time across remote, phone, and in-person channels.

Key Responsibilities

• Provide Level 1 Service Desk support, managing tickets from intake through resolution using ITSM tools (ServiceNow or similar)
• Troubleshoot hardware, software, and access issues across desktops, laptops, mobile devices, and peripherals
• Support Windows 10, MacOS, Microsoft Office 365, and core enterprise applications
• Handle user issues related to Active Directory, Exchange, group policies, profiles, authentication, and system access
• Diagnose and resolve network-related issues (IP, DNS, connectivity basics)
• Support Citrix environments and remote access tools
• Deliver support via phone, remote access, and in-person interactions
• Escalate complex issues appropriately while maintaining ownership and communication with end users
• Maintain accurate documentation, ticket updates, and knowledge base contributions
• Participate in incident management processes and support critical issue resolution
• Continuously build technical knowledge across clinical, enterprise, and security systems

Required Qualifications

• High School Diploma or GED required (no degree required)
• 1-3 years of hands-on Service Desk or IT Support experience in a large enterprise environment
• Proven ability to troubleshoot in a Microsoft-based environment (Windows, Office 365, Active Directory, Exchange)
• Experience with MacOS and mobile device support (iOS, Android)
• Familiarity with ITSM tools such as ServiceNow or Remedy
• Solid understanding of network fundamentals and desktop support troubleshooting
• Strong customer service, communication, and problem-solving skills
• Ability to work independently in a fast-paced, high-volume support environment

Preferred Qualifications

• Experience supporting Citrix environments
• Exposure to Azure/Entra ID
• Familiarity with enterprise hardware (Dell, HP, Apple, Ricoh)
• Experience with ERP systems (PeopleSoft, Workday)
• Exposure to Electronic Health Record (EHR) systems (e.g., Epic)

Additional Details

• Team Size: 5 openings
• Start Date: Late June
• Duration: 3-6 month contract-to-hire (strong potential for long-term growth into advanced IT roles)
• Interview Process: Single panel interview (virtual)
• Shift Options: Day shifts (7:00-3:30 or 9:00-5:00)

What They're Looking For

• Candidates who can hit the ground running (not an entry-level/ramp role)
• Strong hands-on troubleshooting and end-user support experience
• Individuals interested in long-term growth within IT (admin/engineering paths)

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.