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IT Service Desk Specialist I

Responsibilities:

The IT Service Desk Analyst I is an entry-level position responsible for providing frontline technical support to users experiencing issues or inquiries related to IT services. The role involves delivering timely, professional assistance while adhering to security standards and maintaining clear communication. As the first point of contact for users, the Analyst will troubleshoot and resolve basic technical problems, escalating more complex issues as needed. The Analyst will also contribute to continuous improvement efforts by participating in training and documenting support procedures.

Essential Functions and Work Responsibilities

Provide prompt and professional technical support to users through various communication channels, including phone, email, and chat.

Adhere to security standards to protect systems and data integrity.
Troubleshoot and resolve basic technical issues following established processes and frameworks.
Communicate technical information clearly and concisely to non-technical users, ensuring a positive customer experience.
Demonstrate a general understanding of common operating systems and IT environments.
Adapt quickly to changes in technology and processes, continuously improving technical skills.
Prioritize and manage tasks effectively to meet service level agreements (SLAs).
Escalate complex issues to senior team members or relevant departments as needed.
Apply active listening and customer service principles to accurately assess user needs and provide appropriate solutions.
Assist with creating and updating support documentation and Knowledge Base (KB) articles.
Collaborate with team members to improve workflows and support processes.
Participate in training sessions to enhance technical knowledge and skills.
Provide feedback on recurring issues or trends to improve service desk operations.
Maintain professionalism and adhere to security, confidentiality, and company standards in all interactions.

Travel Requirements

Estimated Percent of time Spent – minimum of 10%

Travel between local InnovAge worksites
Overnight travel out of state

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

REQUIRED

Education

Bachelor’s degree in computer science or other related field or a combination of education and experience.

Work Experience and Qualifications

0–2 years of experience in an IT support or customer service role.
Basic understanding of IT systems, troubleshooting techniques, and service desk environments.
Experience with ticketing systems or IT support platforms is a plus.
Strong communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
Familiarity with ITIL principles is a plus.

Licensure, Certification, Registration or Designation

A+ - Preferred
ITIL v4 foundations certification - Preferred
Microsoft Azure and Microsoft 365 Fundamentals - Required
Microsoft Associate Level Certification - Preferred
Relevant certifications in scripting and automation technologies (e.g., JavaScript, PowerShell) – Preferred

Other Knowledge Skills and Abilities Required

Basic troubleshooting and problem-solving skills for resolving common technical issues.

Strong customer service skills, including active listening and the ability to provide clear guidance to users.
Ability to work effectively in a team environment, collaborating with colleagues to resolve complex issues.
Eagerness to learn new tools and technologies to improve support capabilities.
Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.

InnovAge Service Standards Requirements

Safety

Safety- Maintains a safe work place. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies.

Accountability

Commitment – Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results.
Cooperativeness – Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a “can do” attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task.
Attendance – Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences.

Caring

Customer Service - Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts.
Confidentiality – Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.

Integrity

Adherence to Company Policy – Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion.
Reliability – Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances.
Alignment with Company Goals & Objectives – Supports the organization’s mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with co‑workers, participants, clients, and all other business contacts.

Quality

Quantity of Work / Productivity – Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engages in a productive work effort whenever possible. Meets goals and objectives.
Quality of Work – Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing down time. Results are consistently within acceptable quality standards.
Job Knowledge – Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge.
Communication – Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self informed of announcement made via established company venues

Enter physical requirements/Work Environment based on location of position

Benefits:

InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.

InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.

Applicants are considered until the position is filled.

Posted Pay Range: $24.42 - $30.53 Additional Information:

Compensation Disclaimer

The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays.

Attention Florida Applicants
This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse.
For more information, please visit the Clearinghouse Education and Awareness website: https://info.flclearinghouse.com

Agency Disclaimer

InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.

Fraud Disclaimer

InnovAge is committed to maintaining a safe, transparent, and respectful hiring process for all candidates.

Please be aware that all legitimate email communication regarding InnovAge job opportunities will come exclusively from an email address ending in @innovage.com.

At no point in our hiring process will InnovAge:

Request payment from candidates for equipment, background checks, onboarding, training, or any other employment‑related purpose
Ask for financial information (such as bank account details) before a formal offer and onboarding process is completed through our official systems

If you receive a message claiming to represent InnovAge that does not align with the above, it may be fraudulent. We encourage you to exercise caution and refrain from engaging or sharing personal information.

If you believe you have been contacted by someone misrepresenting InnovAge, please report the activity to HRAnswers@innovage.com or apply directly through our official career site to ensure the opportunity is legitimate.

Your trust matters to us, and we appreciate your interest in joining InnovAge.

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