Tier 1 Service Desk Analyst - Contract
Location
Altamonte Springs, FL
Job Type
Full-time
Category
other-general
Posted
June 20, 2026
Job Description
The Tier 1 Service Desk Analyst provides Tier 1 technical support to internal staff across clinical, corporate, and operational departments. This includes resolving account access issues, password resets, account unlocks, multi-factor authentication support, secure login troubleshooting, and basic technical tasks such as printer mapping. The analyst follows defined workflows, documents all tickets in ServiceNow, and escalates issues to Tier 2 when appropriate.
Throughout the day, the analyst may shift between the patient support queue and the Tier 1 employee support queue based on call volume and operational needs. When shifting support to the CDS team, the analyst is responsible for supporting both patient users and internal employees in a high volume, hybrid service environment. The analyst manages a steady flow of inbound calls from patients seeking assistance with accessing and using the online health portal. Daily responsibilities include guiding patient...
The Tier 1 Service Desk Analyst provides Tier 1 technical support to internal staff across clinical, corporate, and operational departments. This includes resolving account access issues, password resets, account unlocks, multi-factor authentication support, secure login troubleshooting, and basic technical tasks such as printer mapping. The analyst follows defined workflows, documents all tickets in ServiceNow, and escalates issues to Tier 2 when appropriate.
Throughout the day, the analyst may shift between the patient support queue and the Tier 1 employee support queue based on call volume and operational needs. When shifting support to the CDS team, the analyst is responsible for supporting both patient users and internal employees in a high volume, hybrid service environment. The analyst manages a steady flow of inbound calls from patients seeking assistance with accessing and using the online health portal. Daily responsibilities include guiding patient...