IT Service Analyst

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 dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care.

Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital‑based services, to patients throughout the region.

We aim for flexibility in structuring competitive compensation offers to 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 - $30.01

Scheduled Weekly

Hours:

40

SUMMARY:

The IT Service Analyst I 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.

• First point of contact for IT support via phone and email.
• Level 1 troubleshooting for desktops, laptops, mobile devices, and printers.
• Password resets, account unlocks, and access management in Active Directory and Azure AD.
• Citrix session and login troubleshooting – failed connections, session resets, reconnection errors.
• Microsoft 365 support – Outlook connectivity, Teams errors, SharePoint access, licensing, MFA enrollment and re‑enrollment via Microsoft Authenticator; escalates persistent failures to Tier
  2.
• Drive mapping failures and network share access for remote and on‑site users.
• Cerner and athenahealth application support; escalates issues beyond L1 scope.
• VoIP and telecom troubleshooting including softphone applications.
• VPN and remote access support.
• Ticket logging in Fresh service with detailed documentation of issue, steps taken, and resolution.
• SLA compliance – triage and prioritize tickets based on urgency and clinical impact.
• Follow defined escalation paths with full handoff context documented.
• Guide users to self‑service resources.
• HIPAA‑compliant handling of all support interactions and data.

• Education:
  
  Associate degree in IT, Computer Science, or related field preferred; equivalent work experience may be considered.
• Experience:
  
  Prior experience in IT support, customer service, or a technical role is a plus – not required. Recent grads, career changers, and candidates building their first IT role encouraged to apply. Coursework, internships, personal projects, and self‑study will be considered.
• Required:
  
  CompTIA A+ (must be obtained within 6 months of hire).
• Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, Network+.

• Windows
  10/11, macOS, iOS, and Android operating systems.
• Active Directory and Azure AD / EntraID – password resets and user access management.
• HIPAA and healthcare data privacy basics.
• Cerner and athenahealth EHR support; willingness to learn required.
• Citrix virtual desktop – session resets, login failures, reconnection issues.
• Microsoft
  365 – Outlook, Teams, SharePoint troubleshooting.
• MFA enrollment and re‑enrollment via Microsoft Authenticator and DUO.
• Drive mapping, VPN, and remote access basics.
• VoIP, softphone, and mobile device management basics.
• Strong troubleshooting and communication skills.
• Ability to support clinical users with varying technical literacy.
• Fresh service or equivalent ITSM ticketing experience a plus.

• Frequent physical demands:
  Sitting, reaching forward, wrist position deviation, pinching/fine motor activities, talk or hear.
• Occasional physical demands:
  Standing, walking, climbing (e.g., stairs or ladders), carrying objects, push/pull, twisting, bending, reaching overhead, squat/kneel/crawl.
• Continuous physical demands:
  Keyboard use/repetitive motion.
• Lifting Floor to Waist…