IT Service Analyst

Position: IT Service Analyst I
Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a
** full-time equivalent (1.0 FTE)
** position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).
** Pay Range:**$23.09 - $33.55
** Scheduled Weekly

Hours:

** 40
* * Position Overview**## SUMMARY (Basic Purpose of the Job)
The IT Service Analyst 1 provides first-line technical support via phone, email, and chat, assisting end-users with hardware, software, application, network, telecom, and access management issues. This role is the first point of contact for IT service requests, ensuring timely resolution, escalation when necessary, and excellent customer service.## MINIMUM REQUIREMENTS

Education:

Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.

Experience:

2-3 years of prior experience in IT service desk, remote support, or technical troubleshooting is a plus.

Required:

CompTIA A+ (must be obtained within 6 months of hire). Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, Network+Other Credentials:

Knowledge and

Skills:

Basic understanding of Windows, macOS, and mobile operating systems (iOS/Android). Familiarity with Active Directory, password resets, user access management, and IT security best practices. Basic knowledge of VoIP phone systems, telecom troubleshooting, and mobile device management (MDM). Strong problem-solving abilities and troubleshooting skills. Excellent communication and customer service skills for phone-based support. Ability to log, prioritize, and escalate IT incidents and requests efficiently.

Special Training:

Mental, Behavioral and Emotional Abilities:

Usual Work Day:## Reporting Relationships If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.## ESSENTIAL FUNCTIONS
* · Serves as the first point of contact for IT support inquiries via phone, email, and chat.
* Provides basic troubleshooting for desktops, laptops, mobile devices, and enterprise applications.
* Resolves password resets, account lockouts, and access management issues.
* Troubleshoots telecom issues such as VoIP phone connectivity, call routing, and softphone applications.
* Logs all support interactions in the IT ticketing system, ensuring detailed documentation.
* Escalates complex issues to higher-tier IT teams when necessary.
* Assists users in self-service troubleshooting and knowledge base utilization.
* Ensures timely resolution of tickets and maintains high customer satisfaction.## PHYSICAL DEMANDS AND WORK ENVIRONMENTFrequent physical demands include:
Sitting , Reaching forward , Wrist position deviation , Pinching/fine motor activities , Talk or Hear    Occasional physical demands include:
Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching overhead , Squat/kneel/crawl    Continuous physical demands include:
Keyboard use/repetitive motion    Lifting Floor to Waist 10 lbs. Lifting Waist Level and Above 10 lbs.
Sensory Requirements include:
Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing Anticipated Occupational Exposure Risks Include the following: N/A
** This position is eligible for the following benefits:
*** Medical Plan
* Prescription drug coverage & In-House Employee Pharmacy
* Dental Plan
* Vision Plan
* Flexible Spending Account (FSA)- Healthcare FSA
- Dependent Care FSA
* Retirement Savings and Investment Plan
* Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
* Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
* Disability Benefits – Long Term Disability (LTD)
* Disability Benefits – Short Term Disability (STD)
* Employee Assistance Program
* Commuter Transit
* Commuter Parking
* Supplemental Life Insurance
- Voluntary Life Spouse
- Voluntary Life Employee
- Voluntary Life Child
* Voluntary Legal Services
* Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
* Voluntary Identity Theft Insurance
* Voluntary Pet Insurance
* Paid Time-Off Program The pay range listed is a good faith…