Service Support Analyst Job at Robert Half (Brentwood)

Service Support Analyst

Our client is seeking a Service Support Analyst to join their team. The analyst ...

Location

United States , Nashville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Technical college degree, associate degree, or equivalent IT training strongly preferred
Industry certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus
Experience in a helpdesk, desktop support, or service desk role within an enterprise environment
Strong knowledge of Windows
Experience supporting endpoint management tools such as Microsoft Intune, SCCM/MECM
Working knowledge of Microsoft 365 applications
Experience administering Entra ID (Azure AD) and Active Directory, including user and group management
Familiarity with ITSM platforms such as HaloITSM or ServiceNow
Understanding of endpoint security, patching, and compliance concepts

Job Responsibility

Manage the intake, assessment, and resolution of technology-related incidents and service requests
Provide direct end-user support
Log, categorize, prioritize, and resolve tickets within the ITSM platform
Troubleshoot desktop, application, and connectivity issues
Communicate clearly with users and provide status updates
Support Windows laptops, desktops, and AVD
Assist with device provisioning, refresh, and decommissioning
Troubleshoot hardware, software, and configuration issues
Support devices managed through centralized endpoint management platforms
Perform Entra ID and Active Directory administration tasks

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan
Free online training

Fulltime

Service Support Analyst

Our client is seeking a Service Support Analyst to join their team. The analyst ...

Location

United States , Nashville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Experience in a helpdesk, desktop support, or service desk role within an enterprise environment
Strong knowledge of Windows
Experience supporting endpoint management tools such as Microsoft Intune, SCCM/MECM
Working knowledge of Microsoft 365 applications
Experience administering Entra ID (Azure AD) and Active Directory, including user and group management
Familiarity with ITSM platforms such as HaloITSM or ServiceNow
Understanding of endpoint security, patching, and compliance concepts
Technical college degree, associate degree, or equivalent IT training strongly preferred
Industry certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus

Job Responsibility

Manage the intake, assessment, and resolution of technology-related incidents and service requests from internal users
Provide direct end-user support
Log, categorize, prioritize, and resolve tickets within the ITSM platform
Troubleshoot desktop, application, and connectivity issues
Support Windows laptops, desktops, and AVD
Assist with device provisioning, refresh, and decommissioning
Perform Entra ID and Active Directory administration tasks
Support onboarding and offboarding processes
Manage group-based access and permissions
Troubleshoot authentication and access issues

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan
Free online training

Fulltime

Service Support Analyst

As a Service Support Analyst you will work as part of a Managed Service team to ...

Location

United Kingdom , Bristol; London; Manchester; Swansea

Salary:

33000.00 - 43000.00 GBP / Year

Made Tech

Expiration Date

Until further notice

Requirements

Strong IT background with experience supporting digital and/or data services in the production environment
Strong customer service background, working in 2nd line support
A logical, analytical approach to problem solving
Knowledge of network and firewall infrastructure
An understanding of the UK public sector
Familiar with solutions that use scripting (Python, SQL etc.), IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools
Experience of supporting disaster recovery activities in the production environment
Understanding of ITIL and ISO20000
An ability to run or lead an ITIL process/function such as Incident, Problem, Change or Release Management
Familiar with following incident, change and problem management processes

Job Responsibility

Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users - collaborating with internal and client teams where required
Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
Pro-actively monitor and manage production solutions to maintain availability and performance
Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
Provide technical, operational and communication support during major incidents or outages
Maintaining CMDB records including patches, upgrades and licences
Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues

What we offer

30 days Holiday
Flexible Working Hours
Flexible Parental Leave
Remote Working
Paid counselling
Smart Tech scheme
Cycle to work scheme
individual benefits allowance which you can invest in a Health care cash plan or Pension plan
optional social and wellbeing calendar of events

Fulltime

Service Support Analyst

The Service Support Analyst is a key member of the technology support desk, serv...

Location

United States , Nashville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Technical college degree or technology training strongly preferred
Experience in technical support or help desk roles, ideally within enterprise or professional services environments
Familiarity with IT service management tools (e.g., ServiceNow) and troubleshooting techniques
Understanding of enterprise applications, user access, and remote support
Ability to manage multiple requests and prioritize effectively
Strong communication skills and the ability to work with a range of stakeholders
Experience with documentation and contribution to internal knowledge bases
Comfortable in a fast-paced, service-oriented environment

Job Responsibility

Respond promptly to support requests via phone, email, and ticketing systems, accurately logging all interactions
Identify user needs and route requests to the appropriate team or specialist
Resolve routine technical issues using established procedures and documentation
Stay familiar with the service catalog and escalation pathways to guide users effectively
Document support actions to enhance team knowledge and improve future responses
Coordinate with engineers, application managers, and infrastructure teams to track and follow up on issues
Communicate clearly and professionally, providing updates and guidance throughout the support process
Participate in team meetings and assist with onboarding/training for new staff
Monitor ticket queues and prioritize based on urgency and impact
Track open issues and follow through to resolution

What we offer

Medical, vision, dental, and life and disability insurance
Eligible to enroll in our company 401(k) plan
Free online training

New

IT Service Support Analyst

The Infrastructure, Operations & Cloud (IO&C) organization provides technology s...

Location

United States , Austin

Salary:

26.92 - 38.56 USD / Hour

Charles Schwab

Expiration Date

June 05, 2026

Requirements

3 - 5 years of experience working in a service desk or customer service environment
3 - 5 years of technical support experience
3 - 5 years of phone and/or chat support experience
Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)
Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS
Excellent customer service skills
Empathizing with the customer
Understanding and Practicing Emotional Intelligence (EQ)
Great oral and written communication skills
Having a friendly presence and helpful attitude

Job Responsibility

Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team
Provide incident status updates to management and end-users per service level guidelines
Support and maintain effective relationships with users
Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)
Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets)
Communicate with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management

What we offer

401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
Paid parental leave and family building benefits
Tuition reimbursement
Health, dental, and vision insurance
Medical, dental and vision benefits
401(k) and employee stock purchase plans
Tuition reimbursement to keep developing your career
Paid parental leave and adoption/family building benefits
Sabbatical leave available after five years of employment

Fulltime

Senior Service Support Analyst

As a Service Support Analyst you will work as part of a Managed Service team to ...

Location

United Kingdom , Bristol; London; Manchester; Swansea

Salary:

43000.00 - 53000.00 GBP / Year

Made Tech

Expiration Date

Until further notice

Requirements

Strong IT background with experience supporting digital and/or data services in the production environment
Strong customer service background, working in 2nd line support
A logical, analytical approach to problem solving
Knowledge of network and firewall infrastructure
An understanding of the UK public sector
Familiarity with scripting (Python, SQL etc.) skills and knowledge of how they are used for administration, monitoring and support tool configuration
Familiarity with IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools and knowledge of how they are used for deployments
Experience of running disaster recovery activities in the production environment
Understanding of ITIL and ISO20000
Familiar with following incident, change and problem management processes

Job Responsibility

Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users - collaborating with internal and client teams where required
Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
Pro-actively monitor and manage production solutions to maintain availability and performance
Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
Provide technical, operational and communication support during major incidents or outages
Maintaining CMDB records including patches, upgrades and licences
Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues

What we offer

Flexible benefit platform which includes a Smart Tech scheme
Cycle to work scheme
Individual benefits allowance which you can invest in a Health care cash plan or Pension plan
Optional social and wellbeing calendar of events
30 days of paid annual leave plus bank holidays
Flexible Working Hours
Flexible Parental Leave
Remote Working (part time remote working for all our staff)
Paid counselling as well as financial and legal advice

Fulltime

IT Clinical Service Support Analyst

Location

United States

Salary:

26.55 - 39.85 USD / Hour

Advocate Health Care

Expiration Date

Until further notice

Requirements

High School Diploma or GED is required
Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department
One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required
Must be a service-oriented, team player
Communicates proactively, cooperatively and constructively
Strong interpersonal and customer service skills
Basic understanding of call centers and call tracking systems
Strong technical aptitude with the ability to learn quickly and support software applications
Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology
Ability to manage multiple priorities in a dynamic work environment

Job Responsibility

While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users
Demonstrates basic written and oral communication skills, including good listening and verbal skills
Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI)
Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support
Completes required training outlined by the department with a specific focus on maintaining patient safety
Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion
Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed
Applies appropriate customer service and service recovery skills to comply with department standards
Basic understanding of standard system hardware equipment and software applications at a rapid pace
Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance

Fulltime

IT Clinical Service Support Analyst Associate

Location

United States

Salary:

26.55 - 39.85 USD / Hour

Advocate Health Care

Expiration Date

Until further notice

Requirements

High School Diploma or GED is required
Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department
One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required
Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively
Strong interpersonal and customer service skills
Basic understanding of call centers and call tracking systems
Strong technical aptitude with the ability to learn quickly and support software applications
Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology
Ability to manage multiple priorities in a dynamic work environment
Analytical and problem-solving

Job Responsibility

While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users
Demonstrates basic written and oral communication skills, including good listening and verbal skills
Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI)
Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support
Completes required training outlined by the department with a specific focus on maintaining patient safety
Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed
Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace
Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality
Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs
Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance

Fulltime

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