[Hiring] Service Desk Analyst @Clearway Health

Role Description

The Service Desk Analyst will support day-to-day operational IT support for Clearway Health, including:

• Employee onboarding and offboarding
• Application access provisioning
• 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.

Qualifications

• Bachelor's degree in information technology, Information Systems, or a related technology field (or equivalent practical work experience).
• Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician may be substituted for formal education.

Requirements

• 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 & Skills

• Knowledge of IT service desk operations and onboarding/offboarding workflows.
• Understanding of user provisioning, access management, device setup, and standardized support processes.
• Knowledge of enterprise productivity and endpoint environments.
• Familiarity with Microsoft 365, user account administration, and basic device management concepts.
• Understanding of hardware, software, and application support fundamentals.
• Basic knowledge of Windows/macOS systems, common enterprise applications, and troubleshooting principles.
• Technical troubleshooting and problem-solving abilities.
• Ability to diagnose and resolve common hardware, software, and access issues in a timely manner.
• Customer service and communication skills.
• Ability to communicate clearly with non-technical users and provide professional, user-focused support.
• Documentation and process adherence.
• Ability to follow standardized procedures and maintain accurate ticket notes and knowledge base documentation.
• Ability to manage workload and prioritize requests.
• Effectively handle multiple tickets and competing priorities in a fast-paced environment.
• Ability to collaborate and escalate appropriately.
• Work with engineering, infrastructure, and vendor teams to escalate and resolve complex issues efficiently.

Special Working Conditions

• 10% travel for meetings and strategy sessions.

Compensation

The current annual compensation range for this position is $54,000 - $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.

Location

Boston, Massachusetts (Remote)

Department

Client Analytics

Employment Type

Full-Time

Minimum Experience

Entry-level