Job Title: Service Desk Analyst - Tier 1

Hourly Compensation: 20/hour

Contract Length: 1.5 months(7/13-8/21)

Location: Garden Rd, Vineland NJ
Shifts: Flexible (Morning, Evenings, Nights)

Client Overview:

Company will provide IT Service Desk support personnel to serve as Tier I first-line end-user support and Tier II escalation/shift leadership for Client’s environment during the Term. Services include intake, logging, prioritization, triage, and resolution of end-user incidents and service requests; escalation and coordination with Client technical teams as needed; Epic access/security and workflow-related support; incident response and outage coordination for high-impact events; and documentation of ticket activity and resolutions to support knowledge sharing and auditability. Company personnel will perform Services in accordance with Client policies and procedures, including HIPAA/privacy, security, and ITIL-aligned incident/request/change management practices.

Job Description:

The Tier I Help Desk Analyst serves as the first point of contact for end users requiring technical assistance and support. This role is responsible for delivering timely, professional customer service while resolving or escalating technology-related incidents and service requests in accordance with established support procedures.

Key Responsibilities:

• Provide first-level technical support to end users via phone, email, chat, and ticketing systems.
• Receive, log, categorize, prioritize, and route incidents and service requests to the appropriate support teams.
• Troubleshoot and resolve common hardware, software, application, account access, and system issues while maintaining a high level of customer satisfaction.
• Accurately document issue details, troubleshooting activities, resolutions, and escalation actions within the ticketing system to support knowledge sharing, reporting, and audit requirements.
• Monitor and manage ticket queues to ensure timely response and resolution in accordance with service level expectations.
• Follow established incident, request, change, and problem management processes and procedures.
• Maintain compliance with HIPAA, privacy, security, and organizational policies when handling patient, employee, or other sensitive information.
• Collaborate with Tier II, Tier III, and application support teams to facilitate issue escalation and resolution.
• Contribute to knowledge base documentation and continuous improvement efforts to enhance support effectiveness and efficiency.

Qualifications:

• Strong customer service and communication skills.
• Experience supporting end users in a Help Desk, Service Desk, or technical support environment.
• Familiarity with ticketing systems, Microsoft Office applications, and common desktop technologies.
• Ability to prioritize workload, multitask effectively, and work in a fast-paced environment.
• Healthcare IT experience and knowledge of HIPAA requirements preferred.

Pay: $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Referral program
• Vision insurance

Experience:

• Help desk: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Overnight Shift (Preferred)
• Night Shift (Preferred)

Ability to Commute:

• Vineland, NJ 08360 (Required)

Work Location: In person