Service Desk Analyst at Clearway Health in Remote

Summary: Clearway Health is a recognized Great Place to Work® that focuses on improving healthcare access and managing specialty medication needs for vulnerable patients. The Service Desk Analyst will provide day-to-day IT support, including employee onboarding and offboarding, application access provisioning, and troubleshooting hardware and software issues, while ensuring efficient service delivery and a 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 Required Qualifications: - 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 Preferred Qualifications: - CompTIA A+ certification - CompTIA Network+ certification - Microsoft entry-level or associate certifications (e.g., Microsoft 365 Fundamentals, Azure Fundamentals, or similar) - Other relevant entry-level technical certifications related to IT support or service desk operations Required Skills: IT support experience, Microsoft 365, CompTIA A+ certification Important Skills: Windows troubleshooting, macOS troubleshooting, User account management Nice-to-Have Skills: Customer service skills Benefits: Wide range of benefits, perks and wellness programs, Continuous learning opportunities