IT Customer Support Analyst IV - Service Desk

Facility:

Primrose Place: 1115 E Primrose, Springfield, Missouri, United States of America, 65807






Department:

1709 IT Service Desk

Scheduled Weekly Hours:

40

Hours:

7:00 am - 3:30 pm Mon - Fri

Work Shift:

Day Shift (United States of America)

CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. The organization includes six hospitals, 5 ERs, and over 80 clinics. CoxHealth has earned the following honors for workplace excellence:

 

• Named one of Modern Healthcare’s Best Places to work five times.

• Named one of America’s Greatest Workplaces, Greatest Workplaces in Healthcare (2025, 2026), Greatest Workplaces for Women (2023, 2024), and Greatest Workplaces for Diversity (2024) by Newsweek and Plant-A Insights Group. 

• Acknowledged by Forbes as one of the Best Employers for New Grads.

• Healthcare Innovation's Top Companies to Work for in Healthcare (2025).

 

Benefits

• Medical, Vision, Dental, Retirement with Employer Match and more (20+ hrs/week)  

• For a comprehensive list of benefits, please click here: Benefits | CoxHealth

Job Description:

The Information Technology Customer Support Analyst will be responsible for providing technical support to end-users of IT systems and applications. The role involves diagnosing and resolving technical issues, providing guidance and training to end-users, and ensuring that all issues are resolved in a timely and effective manner. The Information Technology Customer Support Analyst will also be responsible for documenting support requests and maintaining accurate records of support incidents.

Education:
• Preferred: Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent experience.
Experience:
• Required: 4+ years of experience in IT customer support or related field, with a focus on end-user support and troubleshooting OR  Bachelor's degree in Computer Science, Information Technology, a related field. 
Skills:
• Leads a team of service desk analysts, including hiring, training, and performance management.
• Understands and assists with maintaining operational efficiency withing the service desk team.
• Effectively collaborates with tier 2 and tier 3 resources to ensure end to end operational effectiveness across the incident lifecycle.
• Responsible for assisting with resource management and process management of the service desk team.
• Assists with the development of long term service desk strategies that align with the organization’s overall IT and business objectives.
Licensure/Certification/Registration:
▪ N/A