IT Service Analyst 1

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed minimum pay reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Minimum Pay : $47,091.20

Position Overview

JOB TITLE : IT Service Analyst 1

Cost Center : 000000

Job Code : 70229

FLSA Exemption Status : Non-Exempt

Telecommuting Eligible :

Summary (Basic Purpose of the Job) The IT Service Analyst 1 provides remote, first-line technical support via phone, email, and chat, assisting end-users with hardware, software, application, network, telecom, and access management issues. This role is the first point of contact for IT service requests, ensuring timely resolution, escalation when necessary, and excellent customer service.

Minimum Requirements

Education : Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.

Experience : 2-3 years of prior experience in IT service desk, remote support, or technical troubleshooting is a plus. Required : CompTIA A+ (must be obtained within 6 months of hire). Preferred : ITIL Foundation, Microsoft Modern Desktop Administrator, Network+.

Other Credentials :

Knowledge and Skills : Basic understanding of Windows, macOS, and mobile operating systems (iOS / Android). Familiarity with Active Directory, password resets, user access management, and IT security best practices. Basic knowledge of VoIP phone systems, telecom troubleshooting, and mobile device management (MDM). Strong problem-solving abilities and troubleshooting skills. Excellent communication and customer service skills for phone-based support. Ability to log, prioritize, and escalate IT incidents and requests efficiently.

Special Training :

Mental, Behavioral and Emotional Abilities :

Usual Work Day :

Reporting Relationships

Does this position formally supervise employees? No

If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.

Essential Functions

• Serves as the first point of contact for IT support inquiries via phone, email, and chat.
• Provides basic troubleshooting for desktops, laptops, mobile devices, and enterprise applications.
• Resolves password resets, account lockouts, and access management issues.
• Troubleshoots telecom issues such as VoIP phone connectivity, call routing, and softphone applications.
• Logs all support interactions in the IT ticketing system, ensuring detailed documentation.
• Escalates complex issues to higher-tier IT teams when necessary.
• Assists users in self-service troubleshooting and knowledge base utilization.
• Ensures timely resolution of tickets and maintains high customer satisfaction.

Physical Demands and Work Environment

Frequent physical demands include : Sitting; Reaching forward; Wrist position deviation; Pinching / fine motor activities; Talk or hear.

Occasional physical demands include : Standing; Walking; Climbing (e.g., stairs or ladders); Carry objects; Push / Pull; Twisting; Bending; Reaching overhead; Squat / kneel / crawl.

Continuous physical demands include : Keyboard use / repetitive motion.

Lifting : Floor to Waist 10 lbs; Lifting Waist Level and Above 10 lbs.

Sensory Requirements : Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing.

Anticipated Occupational Exposure Risks : N / A

Offers are contingent upon successful completion of our onboarding process and pre-employment physical. Capital Health will require all applicants to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.

"Company will never ask candidates for social security numbers or date of birth during application phase. If you are asked for this information online, you may be a target for identity theft."

For benefit eligible roles, in addition to cash compensation, we provide a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, robust PTO plan, overtime to eligible roles, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.

The pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and / or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and / or incentive eligibility are determined by role and level.

The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.

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