Service Desk Analyst

Welcome to Clearway Health - a recognized Great Place to Work® and destination organization! We are an award-winning culture where talented people are respected, informed, engaged, empowered, developed – and where they want to grow and make a difference. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow. At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems and the communities they care for to accelerate their specialty pharmacy programs.  At Clearway Health, we take great pride in our High Five! Values to provide best in class experiences for our employees, our clients and their patients. We welcome you to follow us on LinkedIn where you can also learn more about our company, culture, people, and careers. POSITION SUMMARY: The Service Desk Analyst will support day-to-day operational IT support for Clearway Health, including employee onboarding and offboarding, application access provisioning, and troubleshooting hardware, software, and access issues. This position co-owns the execution and consistency of service desk workflows and provides Tier 1 support for internal systems and approved external client-facing applications routed through Customer Success and internal workflows, ensuring reliable service delivery, strong employee experience, and efficient use of engineering resources. ESSENTIAL RESPONSIBILITIES/DUTIES: 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 EDUCATION: Bachelor's degree in information technology, Information Systems, or a related technology field (or equivalent practical work experience) CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED: Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician may be substituted for formal education. EXPERIENCE: 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 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 KNOWLEDGE AND SKILLS: Knowledge of IT service desk operations and onboarding/offboarding workflows o Understanding of user provisioning, access management, device setup, and standardized support processes. Knowledge of enterprise productivity and endpoint environments o Familiarity with Microsoft 365, user account administration, and basic device management concepts. Understanding of hardware, software, and application support fundamentals o Basic knowledge of Windows/macOS systems, common enterprise applications, and troubleshooting principles Technical troubleshooting and problem-solving o Ability to diagnose and resolve common hardware, software, and access issues in a timely manner. Customer service and communication skills o Ability to communicate clearly with non-technical users and provide professional, user-focused support. Documentation and process adherence o Ability to follow standardized procedures and maintain accurate ticket notes and knowledge base documentation. Ability to manage workload and prioritize requests o Effectively handle multiple tickets and competing priorities in a fast-paced environment. Ability to collaborate and escalate appropriately o Work with engineering, infrastructure, and vendor teams to escalate and resolve complex issues efficiently. Special Working Conditions (On-call, travel, shift, coverage): 10% travel for meetings and strategy sessions. This information is being provided to promote pay transparency and equal employment opportunities at Clearway Health. The current annual compensation range for this position is $57,000 - $68,000. The actual rate within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors.