Service Desk Analyst

Opportunities available for a Service Desk Analyst to join our Community Medical Group family!

The Service Desk Analyst serves as the first point of contact for technical support within the organization, assisting end-users with IT-related issues and ensuring timely resolution of service requests. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues while delivering excellent customer service. Additionally, this role will be part of the contact center queue, handling incoming support calls from customers and internal employees, ensuring timely and professional resolution of IT issues. The Service Desk Analyst also plays a critical role in documenting incidents, escalating complex problems, and contributing to process improvements.

In addition to our competitive pay, we also offer:

• 17 PTO Days

• 11 paid Holidays

• 1 Floating Holiday

• United Healthcare for our health, dental, and Vison plans

• 401k + Employer Match

• Company paid Life Insurance

• An engaging work environment

• Growth opportunities plus so much more!

Passion| Service | Integrity | Accountability

#CMGProud www.communitymedicalgroup.com

Duties and Responsibilities

• Respond to incoming support calls, emails, and chat requests from end-users and customers.

• Diagnose and resolve technical issues related to hardware, software, and network connectivity.

• Assist users with account management, password resets, and access to applications or systems.

• Escalate unresolved issues to higher-level support teams as needed.

• Accurately document issues, resolutions, and troubleshooting steps in the ticketing system.

• Maintain detailed records of user interactions and system changes.

• Generate reports on incident trends and recurring problems to identify improvement opportunities.

• Provide guidance to end-users on software, hardware, and IT policies.

• Assist in creating and maintaining knowledge base articles and FAQs to support self-service.

• Monitor IT systems and networks for potential issues and escalate as necessary.

• Assist with deploying updates, patches, and software installations.

• Collaborate with IT teams to resolve complex issues and improve service delivery.

• Contribute to the development of service desk processes and best practices.

• Participate in team meetings to share knowledge and updates on new technologies.

Qualifications

Education/Experience:

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 1–3 years of experience in a help desk, service desk, or IT support role.

• CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator certifications are a plus.