Overview:

Service Desk Analyst – T1

Job Description

About HealthEdge

HealthEdge is a leading healthcare SaaS company delivering modern, cloud-native solutions that transform how health plans operate. With a global workforce spanning the US, India, Philippines, Mexico, and the UK, our Corporate IT team plays a critical role in enabling productivity, supporting our people, and ensuring every employee has the tools they need to do their best work.

Role Overview

The Service Desk Analyst serves as the first point of contact for all IT support requests across HealthEdge's global employee base. In this role, you will triage, troubleshoot, and resolve a wide range of hardware, software, and connectivity issues through our ITSM platform (Jira Service Management), by phone, chat, and remote tools. You are part of a follow-the-sun support model, meaning your team's work directly enables colleagues around the world to stay productive regardless of time zone.

This is an excellent opportunity for a technically curious, service-minded IT professional who wants to build a broad foundation across endpoint management, identity, M365, and ITSM — with clear growth paths into T2/T3 support, specialist, or team lead roles.

What You'll Do

Incident Intake & Resolution

• Serve as the first point of contact for IT support requests via phone, chat, and email
• Triage and categorize incoming tickets, resolving T1-scope issues within defined SLA targets
• Troubleshoot common issues across Windows and macOS endpoints, M365 applications, printers, VPN, and peripherals
• Escalate unresolved or complex issues to T2/T3 with full documentation and context
• Follow established runbooks and knowledge base articles to deliver consistent, repeatable resolutions

Identity & Access Management

• Process user onboarding and offboarding requests including account provisioning, deprovisioning, and access modifications
• Manage password resets, MFA enrollment, and basic Okta/Entra ID requests
• Ensure access requests are fulfilled within SLA and properly documented per security policies

Endpoint & Device Support

• Assist employees with setup and configuration of laptops, desktops, mobile devices, and peripherals
• Support basic imaging, software installation, and configuration tasks as directed by T2/T3
• Coordinate hardware swap or depot processes with the EUC & Asset Management team when replacement is needed

Documentation & Knowledge

• Log all interactions and resolutions accurately and completely in work tracking tools
• Contribute to the knowledge base by documenting new solutions and updating existing articles
• Follow ITIL-aligned processes for incident management, request fulfillment, and escalation

Communication & Customer Service

• Provide clear, timely, and professional communication to end users at all stages of ticket lifecycle
• Set accurate expectations on resolution timelines and proactively communicate delays
• Represent the Corporate IT team positively as the most visible touchpoint for the broader employee base

What You'll Bring

Required

• 1–3 years of experience in a help desk, service desk, or IT support role
• Hands-on experience supporting Windows 10/11 and macOS endpoints
• Familiarity with M365 applications (Outlook, Teams, SharePoint, OneDrive)
• Experience working in a ticketing system
• Basic understanding of Active Directory or Entra ID user and group management
• Strong written and verbal English communication skills
• Customer-first mindset with the ability to explain technical concepts to non-technical users

Preferred

• Experience with SSO/MFA platforms
• Familiarity with remote support tools
• Exposure to ITIL frameworks or service management best practices
• CompTIA A+, Microsoft Fundamentals (MD-102), or equivalent certification
• Experience in a global or multi-region IT support environment

What Success Looks Like

In your first 90 days, you will have completed onboarding and tool training, worked your first live ticket queue, and demonstrated the ability to independently resolve common T1 issues. Within six months, you are consistently meeting SLA targets, contributing to the knowledge base, and beginning to develop familiarity with escalation patterns to T2. Within a year, you are a reliable, trusted member of the team – handling a broad range of T1 issues with minimal escalation and actively contributing to team improvement efforts.

About the Team

You'll join a growing global Corporate IT organization that is building out a structured, tiered support model across India, the Philippines, the US, Mexico, and the UK. The Service Desk Analyst role sits at the foundation of this model – and is the most important customer-facing function in the organization. We take pride in our follow-the-sun coverage model, our investment in tooling and knowledge management, and our commitment to creating clear career paths for team members who want to grow.

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility:
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.