[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

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