[Remote] Service Desk Analyst
Note: The job is a remote job and is open to candidates in USA. Clearway Health is a recognized Great Place to Work® that focuses on improving access to care for vulnerable patients. The Service Desk Analyst will provide day-to-day IT support, including employee onboarding, application access provisioning, and troubleshooting hardware and software issues, ensuring efficient service delivery and strong employee experience.
Responsibilities
- Execute end-to-end employee onboarding, including account provisioning, device preparation, application access, and coordination with hiring managers
- Perform secure and timely employee offboarding, including access revocation, device recovery, and asset tracking
- Fulfill and manage application access requests using standardized provisioning workflows and approval processes
- Provide Tier 1 troubleshooting for hardware, software, and access issues across laptops, mobile devices, and enterprise applications
- Serve as first-line support for approved external client-facing applications routed through Customer Success
- Escalate complex technical issues to IT, engineering or infrastructure teams and coordinate resolution
- Maintain accurate documentation for onboarding/offboarding procedures, troubleshooting runbooks, and knowledge base articles
- Track and manage IT assets, inventory, and service desk tickets within the ticketing platform
- Communicate clearly with end users and stakeholders regarding ticket status, timelines, and resolutions
- Identify opportunities to improve service desk processes, automation, and operational efficiency
Skills
- Bachelor's degree in information technology, Information Systems, or a related technology field (or equivalent practical work experience)
- 1–3 years of experience in an IT support or service desk environment
- Basic experience supporting employee onboarding and offboarding processes
- Familiarity with Microsoft 365 and common enterprise productivity tools
- Experience troubleshooting Windows and/or macOS hardware and software issues
- Basic understanding of user account management and application access provisioning
- Strong customer service, communication, and organizational skills
- Ability to manage multiple requests and prioritize work in a ticket-driven environment
- Knowledge of IT service desk operations and onboarding/offboarding workflows
- Understanding of user provisioning, access management, device setup, and standardized support processes
- Knowledge of enterprise productivity and endpoint environments
- Familiarity with Microsoft 365, user account administration, and basic device management concepts
- Understanding of hardware, software, and application support fundamentals
- Basic knowledge of Windows/macOS systems, common enterprise applications, and troubleshooting principles
- Technical troubleshooting and problem-solving
- Ability to diagnose and resolve common hardware, software, and access issues in a timely manner
- Customer service and communication skills
- Ability to communicate clearly with non-technical users and provide professional, user-focused support
- Documentation and process adherence
- Ability to follow standardized procedures and maintain accurate ticket notes and knowledge base documentation
- Ability to manage workload and prioritize requests
- Effectively handle multiple tickets and competing priorities in a fast-paced environment
- Ability to collaborate and escalate appropriately
- Work with engineering, infrastructure, and vendor teams to escalate and resolve complex issues efficiently
- CompTIA A+ certification preferred
- CompTIA Network+ certification preferred
- Microsoft entry-level or associate certifications (e.g., Microsoft 365 Fundamentals, Azure Fundamentals, or similar) preferred
- Other relevant entry-level technical certifications related to IT support or service desk operations preferred
Benefits
- A wide range of benefits, perks and wellness programs
- Continuous learning opportunities
Company Overview