Service Desk Analyst – Clinical IT Support

About the role

We are looking for a Service Desk Analyst to provide end‑to‑end technical support for clinicians, physicians and corporate staff across a large US hospital network. The role focuses on diagnosing and resolving incidents directly, rather than merely routing tickets, ensuring critical care workflows remain uninterrupted.

Key responsibilities

• Handle inbound voice contacts as the first point of contact and work queues in ServiceNow.
• Diagnose and resolve account access, authentication and password issues for clinical and corporate applications.
• Troubleshoot network connectivity, wireless, VPN and remote‑access failures to resolution or confirmed infrastructure fault.
• Resolve application break‑fix issues for EMR systems, including access and session problems.
• Support learning management system access and course enrollment issues.
• Perform guided endpoint troubleshooting within Level 1 scope.
• Log every contact in ServiceNow with accurate categorisation, facility, and resolution details.
• Escalate to Level 2 only when elevated access or advanced diagnostics are required, providing full handoff context.
• Identify clustering patterns that may indicate broader infrastructure events.

Required profile

• Minimum 2 years experience in an IT service desk, technical support or help‑desk role handling voice contacts.
• Proven incident‑resolution experience, not just ticket routing.
• Ability to work under clinical urgency, prioritising physician lock‑outs and critical care incidents.
• Strict adherence to HIPAA and Business Associate Agreement policies.

Required skills

• ServiceNow ticketing platform.
• VPN configuration and troubleshooting.
• Network connectivity and wireless troubleshooting.
• Remote access tools and endpoint diagnostics.
• Electronic Medical Record (EMR) system support.
• Learning Management System (LMS) support.