IT Support Analyst I

Job Title: IT Support Analyst I

Location: SBC Corporation

Department Name: IT&S Service Applications

Req #: 0000246230

Status: Hourly

Shift: Day

Pay Range: $26.25 - $37.07 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

The IT Support Analyst I plays a key role in supporting and maintaining RWJBarnabas Health users, systems, and infrastructure. This position is responsible for coordinating, troubleshooting, and fulfilling incidents and service requests through established service management processes while adhering to all organizational policies and procedures,

The analyst must consistently represent the organization in a professional, positive, and enthusiastic manner by delivering exceptional customer service and supporting the company's mission and vision.

Qualifications:

Bachelor’s degree in computer science, Information Systems, Business Administration or related field preferred. Experience in healthcare field is helpful but not required. Industry certifications preferred (Microsoft, CompTIA, HDI).

At least 1-2 years of experience supporting large organizations in a customer support role.

Must have strong customer service and excellent communication skills.

Must have experience using ITSM tools such as ServiceNow, Remedy, Ivanti, etc.

Responsibilities

• Customer Support & Issue Resolution
• Respond to customer issues and service requests submitted through the service portal and live chat within established timeframes and service-level expectations.

• Provide first‑level technical support for computer hardware, software, mobile devices, telecom, and basic networking issues.
• Prioritize and resolve problems by following established priority guidelines, ensuring all assignments are completed accurately, promptly, and within SLA commitments.
• Technical Troubleshooting & Escalation
• Perform initial diagnosis, troubleshooting, and resolution of routine technical issues using documented procedures and knowledge articles.

• Collaborate with senior analysts and cross‑functional teams to escalate and resolve complex or high‑impact technical problems.
• Maintain awareness of system changes, new technologies, and best practices to improve troubleshooting effectiveness.
• Documentation & Ticket Management
• Document all customer interactions, including symptoms, troubleshooting steps, solutions, and recommendations, in the ITSM ticketing system.
• Provide timely updates on ticket status to ensure customers and team members remain informed throughout the resolution process.

• Consistently meet key performance metrics such as ticket volume, SLA compliance, and mean time to resolve.

• Compliance, Security, & Quality Standards
• Ensure all support activities comply with company policies, procedures, and applicable security and privacy regulations.

• Follow established workflows, escalation paths, and quality standards to maintain consistency and reliability in service delivery.

• Protect sensitive information by adhering to data handling, access control, and confidentiality requirements.

• Collaboration, Professional Growth & Additional Responsibilities
• Work closely with peers, senior analysts, and other IT teams to support shared goals and improve overall service quality.

• Participate in ongoing training to stay current with system updates, organizational changes, and industry trends.

• Perform additional duties and responsibilities as assigned by management to support departmental operations.

Perform other duties as assigned

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

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