IT Support Analyst

Job Title

IT Support Analyst I

95 Old Short Hills Road, West Orange, NJ 07052

$26.25 - $37.07 per hour

The IT Support Analyst I plays a key role in supporting and maintaining RWJBarnabas Health users, systems, and infrastructure. This position coordinates, troubleshoots, and fulfills incidents and service requests through established service management processes while adhering to all organizational policies and procedures. The analyst represents the organization in a professional, positive, and enthusiastic manner by delivering exceptional customer service and supporting the company's mission and vision.

• Bachelor’s degree in computer science, Information Systems, Business Administration or related field preferred.
• Experience in healthcare field helpful but not required.
• Industry certifications preferred (Microsoft, CompTIA, HDI).
• 1‑2 years of experience supporting large organizations in a customer support role.
• Strong customer service and excellent communication skills.
• Experience using ITSM tools such as Service Now, Remedy, Ivanti, etc.

• Respond to customer issues and service requests submitted through the service portal and live chat within established time frames and service‑level expectations.
• Provide first‑level technical support for computer hardware, software, mobile devices, telecom, and basic networking issues.
• Prioritize and resolve problems by following established priority guidelines, ensuring all assignments are completed accurately, promptly, and within SLA commitments.
• Perform initial diagnosis, troubleshooting, and resolution of routine technical issues using documented procedures and knowledge articles.
• Collaborate with senior analysts and cross‑functional teams to escal and resolve complex or