IT Support Analyst - Help Desk

About the Company: The organization operates within the healthcare information technology sector, supporting Health Care Information Systems. It addresses the challenge of maintaining reliable IT services for healthcare users, including faculty, staff, and students, in a demanding environment. The program provides essential support for computers, phones, applications, and networks, ensuring operational continuity in a high-volume, fast-paced context. It offers remote work options within Iowa, indicating flexibility and adaptation to current work trends.

About the Role: The IT Support Analyst - Help Desk serves as the primary customer contact for technical support within Health Care Information Systems. This role provides critical front-line assistance for computer, telephony, application, and network issues, ensuring timely resolution and accurate documentation. The position contributes by maintaining efficient IT support workflows, triaging requests, and enabling end users to effectively use technology resources. It is a key function in sustaining service quality and user satisfaction in a high-demand help desk environment

Responsibilities:

• Route advanced or on-site support requests to appropriate teams
• Install software using automated systems and network sources
• Troubleshoot and resolve basic issues at the Help Desk level
• Assess urgency and prioritize requests following procedures and judgment
• Assist users with general technical problems via phone, email, and ticketing system
• Provide remote support using shadowing and servicetools
• Guide users through application instructions
• Recommend email management and security best practices
• Train users on submitting IT service requests
• Document requests and communications accurately
• Support documentation for new and ongoing IT projects
• Engage in team activities to promote learning and collaboration
• Assist with asset management as needed
• Support special projects and assignments Help train and supervise student or temporary staff

Qualifications:

• Bachelor’s degree in Computer Science, MIS, IT, or equivalent experience
• 6 months to 1 year experience in a high-volume Help Desk, Call Center, or Customer Service role
• Experience troubleshooting Windows 11 and Microsoft Office 365 Suite
• Strong verbal and written communication skills
• Effective problem-solving and quick learning abilities
• Ability to work independently with customer service focus
• Experience troubleshooting iOS and Android devices
• Experience installing and troubleshooting local and network printers

Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.