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IT Service Desk Analyst

Avispa Technology
San Francisco, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

IT Service Desk Analyst 36511732

A leading medical institution is seeking an IT Service Desk Analyst. The successful candidate will provide desktop support to end-users. The ideal candidate has prior experience in IT support.

IT Service Desk Analyst Pay and Benefits:

  • Hourly pay: $30/hr
  • Worksite: (San Francisco, CA 94143, Must orient and work at all Medical Center locations)
  • W2 Employment, Group Medical, Dental, Vision, Life, 401k, PSL
  • 40 hours/week, 2 Month Assignment

IT Service Desk Analyst Responsibilities:

  • Take inbound customer requests via phone, chat, email, or ticket.
  • Work in a remote capacity to resolve reported issues quickly and efficiently.
  • Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
  • Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
  • Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
  • Provide front-line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.
  • Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience.
  • Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management.
  • Major Incident tracking and customer notifications.
  • Act as a peer mentor to junior-level staff.

IT Service Desk Analyst Qualifications:

  • 3+ years of experience in IT support.
  • Preferred Certifications: Microsoft Support, Apple Support, ITIL Foundations and HDI Support Center Agent.
  • Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment.
  • Demonstrated proficiency in supporting mobile devices such as iPhones and Androids.
  • Broad knowledge of enterprise systems and how they related to one another.
  • Demonstrates problem-solving skills.
  • Excellent communication skills in both verbal and written.
  • Bachelor’s degree or equivalent training in a related area is preferred.
  • Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management is preferred.
  • Experience working in academic health care, healthcare, or university environment is preferred.
  • Experience working in a Service Desk, Help Desk, or Call Center environment is preferred.


  • Must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.

Avispa Technology


San Francisco, CA
94143 USA



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