Note: The job is a remote job and is open to candidates in USA. HealthEdge is a leading healthcare SaaS company delivering modern, cloud-native solutions that transform how health plans operate. The Service Desk Analyst serves as the first point of contact for all IT support requests, troubleshooting and resolving a wide range of hardware, software, and connectivity issues to ensure productivity across the global employee base.
Responsibilities
- Serve as the first point of contact for IT support requests via phone, chat, and email
- Triage and categorize incoming tickets, resolving T1-scope issues within defined SLA targets
- Troubleshoot common issues across Windows and macOS endpoints, M365 applications, printers, VPN, and peripherals
- Escalate unresolved or complex issues to T2/T3 with full documentation and context
- Follow established runbooks and knowledge base articles to deliver consistent, repeatable resolutions
- Process user onboarding and offboarding requests including account provisioning, deprovisioning, and access modifications
- Manage password resets, MFA enrollment, and basic Okta/Entra ID requests
- Ensure access requests are fulfilled within SLA and properly documented per security policies
- Assist employees with setup and configuration of laptops, desktops, mobile devices, and peripherals
- Support basic imaging, software installation, and configuration tasks as directed by T2/T3
- Coordinate hardware swap or depot processes with the EUC & Asset Management team when replacement is needed
- Log all interactions and resolutions accurately and completely in work tracking tools
- Contribute to the knowledge base by documenting new solutions and updating existing articles
- Follow ITIL-aligned processes for incident management, request fulfillment, and escalation
- Provide clear, timely, and professional communication to end users at all stages of ticket lifecycle
- Set accurate expectations on resolution timelines and proactively communicate delays
- Represent the Corporate IT team positively as the most visible touchpoint for the broader employee base
Skills
- 1–3 years of experience in a help desk, service desk, or IT support role
- Hands-on experience supporting Windows 10/11 and macOS endpoints
- Familiarity with M365 applications (Outlook, Teams, SharePoint, OneDrive)
- Experience working in a ticketing system
- Basic understanding of Active Directory or Entra ID user and group management
- Strong written and verbal English communication skills
- Customer-first mindset with the ability to explain technical concepts to non-technical users
- Experience with SSO/MFA platforms
- Familiarity with remote support tools
- Exposure to ITIL frameworks or service management best practices
- CompTIA A+, Microsoft Fundamentals (MD-102), or equivalent certification
- Experience in a global or multi-region IT support environment
Company Overview
Company H1B Sponsorship