Service Desk Analyst (Any city, DC, US, 99999)

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

As a Service Desk Analyst, you will be a technical leader within the Service Desk team, providing escalated support from ServiceNow tickets and contributing to process improvements. You will utilize your deep technical knowledge and problem-solving skills to diagnose and resolve complex issues related to hardware, software, network connectivity, and other IT systems. You will also play a key role in developing and maintaining knowledge base articles and training materials.

Your role in our mission

• Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents.
• Lead troubleshooting efforts for complex technical problems.
• Participate in an afterhours and weekend On Call rotation.
• Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation.
• Develop and maintain knowledge base articles, FAQs, and other documentation.
• Identify and escalate recurring issues to appropriate teams.
• Contribute to the development and implementation of service desk best practices and procedures.
• Proactively monitor system performance and identify potential problems.
• Participate in project work related to IT service improvements.
• Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions.
• Maintain a positive and professional demeanor at all times.
• Participate in team meetings and training sessions.

What we're looking for

• Associate's or Bachelor's degree in IT or a related field preferred.
• 3+ years of experience in a technical support role, preferably in a service desk environment.
• Experience with ticketing systems (e.g., ServiceNow).
• Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory).
• Extensive experience troubleshooting complex technical problems.
• Strong leadership and mentoring skills.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.  

What you should expect in this role

• Remote position (US only)
• Opportunities to travel through your work (0-10%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 4/30/2026

The pay range for this position is $41,100.00 - $58,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.