Service Desk Analyst - Sarnova - Dublin, OH

Summary:   The Service Desk Analyst will provide essential technical support to end users, manage the ticketing system, and troubleshoot a variety of systems to ensure smooth operations across the organization. This role requires a proactive, detail-oriented individual capable of performing tasks related to Active Directory, VPN support, phone systems, and security badge management. The Service Desk Analyst will be responsible for troubleshooting, training, and managing various IT systems with a strong focus on customer service.   Organizational Impact:   As a Service Desk Analyst, you will play a crucial role in maintaining operational efficiency and ensuring a seamless technology experience for employees across the organization. By effectively managing the ticket queue, troubleshooting key systems, and supporting end-user needs, you’ll help minimize downtime and enhance productivity. Your proactive support will contribute to a secure and optimized IT environment, empowering teams to focus on core business functions.   Essential Duties and Responsibilities: Manage and prioritize incoming requests through ticketing tool, ensuring timely responses and resolutions Perform basic AD tasks, including password changes, account information updates, assigning users to proper organizational units (OUs), and managing group memberships Oversee security badge management using access control platforms, ensuring compliance Provide basic troubleshooting for phone systems to ensure seamless communication. Address and resolve basic issues related to communication platforms for end users Troubleshoot conference room equipment and provide end-user training to facilitate smooth meeting experiences Assist with VPN troubleshooting and perform installation/setup of VPN software for users as needed Additional job duties as assigned   Skills/Experience Required:   Education: Associate degree in information systems or similar preferred; High School Diploma or equivalent required Working knowledge of ticketing systems, preferably Freshservice Exposure of Active Directory management, including password resets and account updates Familiarity with security access systems like EntraPass Web Basic troubleshooting skills for phone systems and email security tools like Mimecast Ability to provide user support and training for conference room equipment Knowledge of VPN software installation and troubleshooting, especially Global Protect Excellent communication and customer service skills Ability to manage multiple tasks and prioritize effectively in a fast-paced environment   Physical Requirements:   Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment Reach with hands and arms Talk and hear See and be able to read, write, and interpret text Employee may use computer, phone, copier and other office equipment in the course of a day Occasionally lift and move objects weighing up to 40 pounds Employee may be required to travel for business purposes When working remotely, ability to secure confidential information When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience   Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives.  Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day.  We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.   #Sarnova