IT Service Desk Analyst

Job Summary

On a day‑day basis, this individual will act as Level 1 & Level 2 IT support, fielding calls from end‑users and responding to tickets in the ServiceNOW portal across an enterprise network of 15,000+ employees in 300+ locations. The focus is on first‑call resolutions, with 65‑70% of tickets expected to be closed at this level. Apart from troubleshooting and resolving issues, the role involves allocating work to other IT areas, acting as project coordinators by escalating tickets and providing written technical communication so Level 3+ teams can pick up and close tickets.

The position requires walking end‑users through problems remotely and enabling remote access to their computers.

20–30+ calls per day, covering common computer user issues.

• Remote connections (desktop/VPN)
• Hardware issues within units (replacement requests)
• Office/Outlook issues
• Password resets
• Remote/VPN problems
• Epic/EMR related calls

• ServiceNOW (ITSM ticketing system)
• LAN/WAN networks
• Exchange/Outlook mail
• EPIC (EMR)
• User accounts (access, permissions, locked‑out)
• Software (MS Office) and medical‑related applications
• 300+ proprietary applications
• Hardware (printers, monitors, mice, etc.)
• Windows 7/10 OS issues
• PC issues (primarily), limited MAC support
• Speed/performance enhancement (clearing cache, etc.)
• Software installations and remediation

• Outlook, MS Office, Windows 7, 10
• Helpdesk, service desk, customer service
• Network support
• Phone and ticketing support (ServiceNOW)
• Technical troubleshooting, problem analysis
• Support for Windows, Microsoft, Office 365, Servicenow
• Application support

Intermediate

Contract to Hire, Rochester, NY (full‑on‑site)

$18.00 – $20.50 per hour

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
• Life insurance (voluntary life & AD&D)
• Short‑ and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid time off (PTO, vacation, sick leave)

Position anticipated to close on Jun 30, 2026

The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:
For positions located in the city and county of San Francisco, qualified applicants with arrest and conviction records are considered.

Massachusetts Lie Detector:
It is unlawful to require or administer a lie detector test as a condition of employment or continued employment.

Use of Artificial Intelligence:
We may use AI tools to support parts of the hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team.