Asc IT Support Analyst Hourly

Accountabilities:

• Resolve incidents and service requests within established SLAs, escalating major, complex, or unresolved issues to the appropriate technical support teams.
• Take end-to-end ownership of assigned tickets, maintaining accurate documentation, providing timely status updates, and ensuring requests are routed to the correct team when additional expertise is required.
• Provide technical troubleshooting and support for desktops, mobile devices, networks, Microsoft Office applications, and other commonly used workplace technologies.
• Assist users with access-related issues, including password resets, authentication challenges, and multifactor authentication support.
• Log, categorize, prioritize, track, and document incidents and service requests using the organization’s ticket management processes.
• Communicate clearly and professionally with users throughout the support process, setting expectations and providing regular updates through resolution.
• Build positive relationships with end users by delivering responsive, patient, and customer-focused technical assistance.
• Support users across a healthcare environment where dependable technology and timely issue resolution are essential to business and clinical operations.

Requirements:

• Bring experience in incident and request management, service desk operations, and troubleshooting hardware, software, networking, and end-user technology issues.
• Demonstrate familiarity with ticket management platforms, preferably ServiceNow, and experience working within ITIL-based service environments.
• Have a strong background in technology support combined with excellent customer service skills and a user-focused approach to problem solving.
• Possess strong written and verbal communication skills, with the ability to explain technical issues clearly to users with varying levels of technical knowledge.
• Be comfortable supporting end users across multiple devices, applications, and technology environments, including Microsoft Office.
• Experience supporting users in healthcare or other medically related environments is preferred.
• Demonstrate strong organizational skills and the ability to manage multiple tickets and competing priorities while maintaining accurate documentation.
• Preferred certifications include ITIL Foundation, HDI Support Center Analyst, CompTIA A+, and CompTIA Network+.
• Be comfortable working independently in a fully remote environment while maintaining responsiveness, accountability, and effective collaboration with distributed support teams.

Benefits:

• Hourly compensation of $22.00–$25.00 USD, with final pay determined by factors such as education, experience, certifications, and geographic location.
• Competitive total rewards package, including potential incentive and productivity programs.
• Health and wellness coverage options, subject to eligibility requirements.
• 401(k) benefits to support long-term financial planning.
• Family planning benefits and telehealth resources.
• Competitive benefits package with eligibility beginning the month after hire.
• Flexible remote work schedule.
• Generous paid time off and paid holidays.
• Compensation reviews and opportunities for career growth and professional development.
• Inclusive and supportive remote work environment focused on collaboration, belonging, and employee success.
• Opportunity to contribute to technology services that support healthcare professionals and ultimately help deliver quality patient care.