IT Service Desk Analyst II

Position Overview

Under limited supervision and in accordance with IT service level agreements, provide Tier 1 first‑level phone, email, and remote support for the IT Service Desk. Additionally, provide more complex Tier 2 support for all client technology and associated peripherals through methodical troubleshooting. Support Tier I analysts in resolving and training on complex software installs and hardware issues. Support is provided via telephone, ticketing system, email, remote assistance, customer site visit, and manager escalation.

Staff the IT Service Desk Call Center, ticket processing, routing, and escalating non‑client technology related inquiries, service requests, and incident reports. May assist on special projects, video visits, and provide limited desk‑side support for break/fix hardware issues while performing all assigned duties.

• Log, respond to, and resolve Tier 1 incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Log and respond to Tier 2 incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedule work to meet departmental SLAs and accommodate customer needs and requirements, including occasional evening, night, weekend, or holiday hours.
• Evaluate customer needs and make technical recommendations that comply with GBMC standards and guidelines.
• Create documentation necessary for installing and providing ongoing support for current systems for Tier I triage support.
• Utilize and help manage a software and hardware inventory management system.
• Install, upgrade, and maintain system and application components on client computing platforms, performing hardware repairs, operating system and application configuration, and support for all hardware components.
• Provide 24/7 on‑call support on a rotating basis as determined by the Client Support Manager and department procedure.
• Provide follow‑up with customers and support resources to ensure completion of customer calls and satisfaction.

Able to lift 15–20 pounds on a frequent basis and up to 25–55 pounds on an occasional basis.

Work in a professional office environment with a dress code. Exposure to dust is possible. Must support 24‑hour, 7‑day call center and on‑call responsibilities, and must have own transportation to support remote sites.

Associate’s degree, technical certificate, or equivalent technical experience. Three years’ experience in a technical support call center setting preferred; hospital experience preferred.

Experience with Windows 7, Windows 8.1, Windows 10, Microsoft Office family of products, and Microsoft Active Directory. Ability to repair and maintain desktop, laptop, tablet, and thin/zero clients. Excellent soft skills and customer‑facing skills.

At least one of the following active certifications:
CompTIA A+, CompTIA Network+, MCP, MCSA.

Pay range: $58,488.99 – $93,582.39, based on qualifications, education, experience, and alignment with organizational needs.

Competitive salary and generous paid time off; free parking; monthly MTA bus pass subsidy (85% covered); company‑subsidized onsite fitness and wellness center (where available); pre‑paid tuition for professional development; comprehensive health, dental, and vision coverage; 401(k) and 403(b) retirement savings plan.

All roles must demonstrate GBMC values in respect, excellence, accountability, teamwork, and ethical behavior. (List of core values omitted for brevity.)

GBMC Health Care and its affiliates are Equal Opportunity employers. All qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.