At Health Innovation Labs, we are a remote-first company revolutionizing healthcare through technology, delivering innovative solutions that transform how care is accessed, delivered, and managed. We thrive at the intersection of healthcare and technology, empowering providers, patients, and organizations to achieve better outcomes through smarter, more efficient systems.
Our forward-thinking team tackles complex challenges with creativity and precision. Whether streamlining workflows, enabling real-time data insights, or enhancing patient engagement, we are reshaping the future of healthcare. Rooted in innovation and driven by impact, we embrace agility and collaboration as our core strengths. Join us as we push boundaries and reimagine healthcare technology.
The Role:
We’re looking for an experienced Senior Service Desk Analyst to join our team and provide essential technical support. In this role, you’ll be the go-to person for resolving complex IT issues, ensuring our internal systems run smoothly, and delivering exceptional service to both our team and external stakeholders. You’ll be managing incidents, solving problems, and working alongside other IT professionals to make continuous improvements across our systems.
What You'll Do:
1. Provide Level 1-3 support to internal teams and end-users, troubleshooting software, hardware, and network issues via phone, email, chat, or in person.
2. Log and manage incidents in our service management tool, ensuring accurate documentation and timely resolution in line with service level agreements (SLAs).
3. Identify recurring technical issues, work with teams to find long-term fixes, and ensure improvements are implemented.
4. Create clear, user-friendly documentation and knowledge base articles. Run training sessions to help users solve common issues on their own.
5. Help manage IT assets, software licenses, and hardware, ensuring everything is accurately tracked and compliant with company policies.
6. Look for ways to improve service delivery, tools, and workflows to increase efficiency and reduce support incidents.
7. Work closely with other IT teams, project managers, and departments to ensure smooth service delivery and issue resolution.
About You:
You’re a proactive problem-solver who thrives in a fast-paced environment and is passionate about helping others with technology. You bring:
1. 3+ years of experience in a technical support role, preferably in a technology or healthcare setting.
2. Strong experience troubleshooting both software and hardware issues across Windows and Mac platforms.
3. Familiarity with ITIL processes and experience with IT service management tools (e.g., ServiceNow, Jira).
4. A customer-focused mindset with the ability to clearly explain technical concepts to non-technical users.
5. Strong communication and organizational skills, with the ability to manage multiple tasks efficiently.
6. IT certifications like CompTIA A+, MCDST, or ITIL Foundation are a bonus.
Be part of a team transforming healthcare for a healthier, more connected world!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, Information Technology, and General Business
Industries
Technology, Information and Internet, Health and Human Services, and IT Services and IT Consulting
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