Service Desk Analyst

Beth Israel Lahey Health

. Deliver Tier 1, Level 1 support services across Beth Israel Lahey Health entities and affiliates .

Posted 10/6/2026full-timeMassachusetts • United StatesJuniorMid-Level💰 $21 - $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 IT support, including troubleshooting desktop and peripheral issues, managing service requests, and ensuring customer satisfaction. Proficient in operating systems, network fundamentals, and ITSM tools to effectively resolve incidents and enhance service delivery.

Highest-signal resume keywords

Service Desk/IT Support ExperienceAdvanced Knowledge of Windows 10 and Mac OSExperience with ITSM Systems (ServiceNow, Remedy)Solid Experience with Microsoft Office 365Knowledge of Network Fundamentals (IP, DNS)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportTroubleshootingOperating SystemsNetwork FundamentalsService Desk ManagementRemote ToolsTechnical DocumentationSystem ConfigurationInteroperability IssuesIT Security Vulnerabilities

Soft Skills

Customer SatisfactionProblem-SolvingCommunicationTeam CollaborationQuick Learning

Tools & Technologies

IT Service Management SuiteCitrix SystemsMicrosoft InfrastructureActive DirectoryExchangeOffice 365Dell HardwareApple HardwareHP HardwareRicoh Hardware

Certifications & Qualifications

High School Diploma or GEDVaccination Against Influenza

Industry Keywords

Electronic Health Record (EHR)Oracle PeopleSoftWorkdayClinical ApplicationsStandard Operating Procedures

Tech Stack

Tools & technologies

AndroidCitrixDNSiOSITSMOracleServiceNow

About the role

Key responsibilities & impact

Deliver Tier 1, Level 1 support services across Beth Israel Lahey Health entities and affiliates
Log, triage, resolve, and follow up on service requests and incidents using the IT Service Management Suite
Respond to calls, emails, work orders, and alerts in accordance with established guidelines and timeframes
Meet established SLAs and customer demands while driving customer satisfaction
Coordinate customer support issues and escalate incidents or requests requiring elevated support to the Supervisor, Service Desk
Diagnose and resolve desktop and peripheral issues involving interoperability, OS security, system access, passwords, authentication, profiles, group policies, and local system configurations
Support network-related activities, including IP and DNS
Ensure proper operation and support of PCs, printers, peripherals, and mobile devices
Support standard operating systems and software applications
Troubleshoot and resolve performance, access, and interoperability issues in clinical and core applications
Perform assessments and diagnose problems using remote tools; perform fixes and installations
Identify potential business-impacting IT security vulnerabilities and threats
Contribute to Service Desk knowledge base processes, procedures, and standardized workflows
Host, initiate, and contribute to the Critical Incident Management process
Participate in training, cross-training, vendor seminars, and potentially train other IT colleagues

Requirements

What you’ll need

High School diploma or GED required
1–3 years related work experience required, including 2+ years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment
Advanced knowledge of operating systems such as Windows 10 and Mac OS
Knowledge of mobile devices, including iOS and Android platforms
Knowledge of network fundamentals, including IP and DNS
Solid experience with Citrix Systems applications
Solid experience with Microsoft infrastructure, including Windows, Active Directory, and Exchange
Solid experience with Microsoft Office 365
Knowledge and experience with ITSM systems such as ServiceNow or Remedy
Ability to produce complex documents, perform analysis, and maintain databases
Ability to learn quickly and retain knowledge of a wide variety of systems
Advanced technical computer skills required for technical support specific to functional areas and related systems
Knowledge of Dell, Apple, HP, and Ricoh hardware desirable
Knowledge of Oracle PeopleSoft and Workday applications desirable
Knowledge of Electronic Health Record (EHR) applications desirable
Must be vaccinated against influenza as a condition of employment

Benefits

Comp & perks

Influenza vaccination required as a condition of employment
Potential shift differentials
Potential call pay
Potential premium pay
Potential overtime pay