What are the responsibilities and job description for the L1 Help Desk / Service Desk Analyst position at Centraprise?
L1 Help Desk / Service Desk Analyst
ERIE, PA 16503 – Complete Onsite
W2 Contract Role
About the Role
We are seeking an L1 Help Desk professional to serve as the first point of contact for end users in a mission-driven healthcare environment. This role supports teams dedicated to improving health outcomes through integrity, compliance, and innovative solutions.
Key Responsibilities
Serve as the initial point of contact for IT support via phone, email, chat, or ticketing system.
Log, track, and manage incidents and service requests in accordance with defined SLAs.
Provide first-level troubleshooting for hardware, software, operating systems, email, VPN, and connectivity issues.
Support user access management, password resets, and basic Active Directory tasks.
Follow documented processes aligned with compliance, data protection, and healthcare standards.
Escalate unresolved issues to L2/L3 teams with detailed documentation.
Deliver a high level of customer service while supporting teams focused on health equity and quality care.
Assist with basic onboarding and offboarding of users.
Required Skills & Qualifications
Strong verbal and written communication skills.
Basic knowledge of Windows/Mac OS, MS Office, Outlook.
Ability to work in a regulated, compliance-focused environment.
Salary : $15 - $20