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Cape Cod Healthcare · 15 hours ago

Analyst 1, IT Service Center (Per Diem)

Hyannis, MA

Full-time

Onsite

Entry Level

$22.78/hr - $22.78/hr

1+ years exp

Cape Cod Healthcare is seeking an Analyst 1 for their IT Service Center to provide first line technical support to users of their Information Systems. The role involves troubleshooting hardware and software incidents, documenting user interactions, and facilitating major incident processes while maintaining a high standard of customer service.

Health Care

H1B Sponsor Likely

Responsibilities

Provide excellent customer support for CCHC staff requests for assistance, via multiple delivery channels ( phone / voicemail, self-service portal or email ) Contribute to meeting or exceeding key team metrics including but not limited to call acceptance, average speed of answer and average open to close measures

Leverage knowledge documentation to troubleshoot common application and desktop technology issues and requests

Document detailed information on all user contacts using the SC’s service request/incident tracking system, including but not limited to the nature of the reported issue/request, priority, troubleshooting steps taken, steps required for resolution, and/or assignment of unresolved issues to the appropriate IT Team or staff member(s), after verifying all user contact information

Utilize remote control and other tools to resolve issues or capture useful data for tier2 support

Facilitate major incident processes when system problems occur. Activities include but are not limited to logging an incident, determining problem severity (or request manager assistance) and activation of major outage protocols including technical escalation (internal and vendor), management communication and end user notification / status updates

Utilize standard communication protocols for email and PC broadcast messaging. Document detailed information relating to the incident

Maintain a current level of knowledge and proficiency with Information System technology as well as ITIL and general IT Service Management practices. Participate in knowledge sharing sessions, courses, self-study and knowledge articles to maintain current with support changes

Access confidential information only when necessary while assisting users with troubleshooting software or network problems. Treat all information with continued confidentiality and provide guidance for disposal of data

Assume other duties as directed

Qualification

Customer supportITILTechnical troubleshootingInformation Systems technologyCommunication skills

Required

Minimum of two years of experience in a technical IT-related position requiring exceptional customer service skills

Preferred

Associates Degree, preferably in a Healthcare IT-related field

One year of recent experience working at the IT Helpdesk in a Hospital/Healthcare environment

Company

Cape Cod Healthcare

Cape Cod Healthcare offers a comprehensive array of medical services delivered by top-notch teams of healthcare providers.

Founded in 1984

Hyannis, Massachusetts, USA

5001-10000 employees

http://www.capecodhealth.org/

H1B Sponsorship

Cape Cod Healthcare has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (1)

2023 (2)

2022 (1)

2020 (2)