Service Desk Analyst (Healthcare) Location: Norfolk, VA Employment Type: Contract to hire
Job Description
Robert Half is seeking a Service Desk Analyst to support a healthcare organization in the Norfolk, VA area. This role is responsible for providing first-level technical support to end users, troubleshooting hardware and software issues, and ensuring a high level of customer service across clinical and administrative teams. The ideal candidate will have prior Help Desk or Service Desk experience in a fast-paced environment. Experience supporting healthcare applications, particularly Epic, is highly preferred.
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing systems
- Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals
- Support Microsoft Windows, Microsoft 365, and common business applications
- Create, track, update, and resolve service tickets in accordance with established SLAs
- Assist users with password resets, account unlocks, and access-related requests
- Escalate complex technical issues to appropriate support teams when necessary
- Document troubleshooting steps, resolutions, and recurring issues
- Support new user setups, hardware deployments, and workstation installations
- Deliver excellent customer service while supporting clinical and administrative staff
- Maintain security and compliance standards within a healthcare environment
Qualifications
- 1+ years of Help Desk, Service Desk, or Desktop Support experience
- Strong troubleshooting and customer service skills
- Experience supporting Windows operating systems and Microsoft 365 environments
- Familiarity with Active Directory and basic user account administration
- Experience working with ticketing systems
- Ability to prioritize and manage multiple support requests in a fast-paced environment
- Strong verbal and written communication skills
Preferred Qualifications
- Experience supporting healthcare organizations
- Experience with Epic or other Electronic Health Record (EHR) systems
- Knowledge of healthcare IT workflows and environments
- Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications
What We're Looking For We are seeking a customer-focused IT professional who enjoys solving technical issues, supporting end users, and working in a mission-driven healthcare environment. Candidates with Epic experience or healthcare support backgrounds are strongly encouraged to apply.
Qualifications
- 1+ years of Help Desk, Service Desk, or Desktop Support experience
- Strong troubleshooting and customer service skills
- Experience supporting Windows operating systems and Microsoft 365 environments
- Familiarity with Active Directory and basic user account administration
- Experience working with ticketing systems
- Ability to prioritize and manage multiple support requests in a fast-paced environment
- Strong verbal and written communication skills