IT Service Analyst I

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 advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 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 pay range or pay rate 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).

Pay Range:

Scheduled Weekly Hours:

Position Overview

SUMMARY:

The IT Service Analyst I provides 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.

ESSENTIAL FUNCTIONS:

• First point of contact for IT support via phone and email.

• Level 1 troubleshooting for desktops, laptops, mobile devices, and printers.

• Password resets, account unlocks, and access management in Active Directory and Azure AD

• Citrix session and login troubleshooting — failed connections, session resets, reconnection errors

• Microsoft 365 support — Outlook connectivity, Teams errors, SharePoint access, licensing

• MFA enrollment and re-enrollment via Microsoft Authenticator; escalate persistent failures to Tier 2

• Drive mapping failures and network share access for remote and on-site users

• Cerner and athenahealth application support; escalate issues beyond L1 scope

• VoIP and telecom troubleshooting including softphone applications

• VPN and remote access support. Ticket logging in Freshservice with detailed documentation of issue, steps taken, and resolution.

• SLA compliance — triage and prioritize tickets based on urgency and clinical impact

• Follow defined escalation paths with full handoff context documented

• Guide users to self-service resources.

• HIPAA-compliant handling of all support interactions and data

MINIMUM REQUIREMENTS:

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

Experience: Prior experience in IT support, customer service, or a technical role is a plus — not required Recent grads, career changers, and candidates building their first IT role encouraged to apply Coursework, internships, personal projects, and self-study will be considered Required: CompTIA A+ (must be obtained within 6 months of hire) Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, Network+

Knowledge and Skills: Windows 10/11, macOS, iOS, and Android operating systems. Active Directory and Azure AD / Entra ID — password resets and user access management. HIPAA and healthcare data privacy basics. Cerner and athenahealth EHR support; willingness to learn required. Citrix virtual desktop — session resets, login failures, reconnection issues. Microsoft 365. Outlook, Teams, SharePoint troubleshooting. MFA enrollment and re-enrollment via Microsoft Authenticator and DUO. Drive mapping, VPN, and remote access basics. VoIP, softphone, and mobile device management basics. Strong troubleshooting and communication skills. Ability to support clinical users with varying technical literacy. Freshservice or equivalent ITSM ticketing experience a plus

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 include: Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing

• Anticipated Occupational Exposure Risks Include the following: N/A

This position is eligible for the following benefits:

• Medical Plan

• Prescription drug coverage & In-House Employee Pharmacy

• Dental Plan

• Vision Plan

• Flexible Spending Account (FSA)

- Healthcare FSA

- Dependent Care FSA

• Retirement Savings and Investment Plan

• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance

• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance

• Disability Benefits – Long Term Disability (LTD)

• Disability Benefits – Short Term Disability (STD)

• Employee Assistance Program

• Commuter Transit

• Commuter Parking

• Supplemental Life Insurance

- Voluntary Life Spouse

- Voluntary Life Employee

- Voluntary Life Child

• Voluntary Legal Services

• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance

• Voluntary Identity Theft Insurance

• Voluntary Pet Insurance

• Paid Time-Off Program

The pay range 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.