Senior Service Desk Analyst

Job Description

Upstream Rehabilitation is looking for a Senior Service Desk Analyst to join our team!

Senior Service Desks Analyst

Location Type: Remote (Must Reside in the United States)

Build Your Career with Us!

Upstream Rehabilitation is the country’s largest dedicated provider of outpatient physical and occupational therapy services. Our mission is to inspire and empower the lives we touch, to serve our communities, and to lead with purpose-driven passion.

We are committed to delivering remarkable experiences and fostering an inclusive workplace where differences are valued and celebrated. With 1,200+ locations nationwide, 26 brand partners, and 8,000+ employees, Upstream operates at scale while leveraging data, technology, and innovation to drive smarter decisions and operational excellence across the organization.

The Role:

Join the Upstream Rehabilitation team where your work truly makes an! As a Senior Service Desk Analyst, you will be a key partner in providing exceptional technical support to our internal teams by diagnosing issues, resolving complex problems, and collaborating with other IT areas to keep our technology running smoothly. You’ll also support broader IT operations and play an important role in advancing our mission, vision, and values of Upstream Rehabilitation.

What You’ll Do:

• Provide technical support for computers, software, hardware and network issues.
• Respond to incoming tickets and escalations, ensuring timely and effective resolution.
• Troubleshoot problems by running diagnostics, asking clarifying questions, and walking users through solutions.
• Install, repair and configure hardware, software, and peripherals.
• Support PC setup and deployment for new employees using standard images and tools.
• Maintain system performance, inventory of equipment/software and accurate documentation.
• Train users on new hardware and software and follow up to ensure issues are fully resolved.
• Assign appropriate user groups in Active Directory.
• May require some travel to clinics.
• Other projects and duties as assigned.

Who You Are:

• Associate’s degree in Information Systems or a related field.
• 1+ years of experience in a Service Desk or technical support role.
• Strong working knowledge of Windows ¹⁰⁄₁₁, Microsoft Office ²⁰¹⁹⁄₃₆₅, and VPN technologies.
• Ability to evaluate technical issues, prioritize tasks, and determine effective solutions.
• Strong decision-making, problem-solving, interpersonal, and communication skills, with the ability to support users at all levels of the organization.
• Demonstrated ability to manage multiple tasks in a fast-paced environment.
• Excellent organizational and time-management skills.
• Ability to handle sensitive and confidential information with discretion.

Nice to Haves:

• Relevant certifications such as A+, HDI-CSR, HDI-DST, Network+, or MCP.
• Experience with Active Director administration (user accounts, groups, permissions).
• Hands-on experience troubleshooting and repairing PCs, printers, and mobile devices.
• Familiarity with broadband technologies (cable, DSL, fiber) and basic network connectivity troubleshooting.

Why You’ll Love Working Here

• The chance to directly shape our organization’s growth by hiring the talent that drives our mission.
• Opportunities to stretch your skills—whether you’re building pipelines, designing sourcing strategies, or advising leadership.
• A collaborative team environment where your ideas are valued.
• Competitive compensation, comprehensive benefits, and ongoing professional development.

Benefit Offerings:

• Annual paid Charity Day to give back to a cause meaningful to you
• 100% employer paid medical health insurance premium option available
• Dental and Vision insurance
• 401(k) with company match
• Generous PTO and paid holidays
• Supportive team and leadership invested in your success

A Better Place to Build Your Career

Upstream Rehabilitation offers meaningful opportunities across corporate and non-clinical roles, both remotely and in corporate offices nationwide. We invest in our people through leadership development programs, ongoing education, and professional growth opportunities.

Our corporate teams are critical to Upstream’s success—and to the culture that makes this a great place to work. You’ll join a group of talented professionals who collaborate, innovate, and know how to have fun while making a real impact.

Salary Range: $23.00/hour - $25.00/hour

Estimated pay ranges listed above are based on several factors including but not limited to your pay class, experience, background and geographic location of the clinic

Benefits and eligibility are dependent on employment status and pay class (full-time, part-time, or PRN). Specific details will be provided during the hiring process.

Follow @Lifeatupstream on Instagram, and check out our LinkedIn company page to learn more about what it’s like to be part of the #upstreamfamily.

CLICK HERE TO LEARN EVEN MORE ABOUT UPSTREAM

#LI-Remote

Upstream Rehabilitation is an Equal Opportunity Employer that strives to provide an inclusive work environment where our differences are celebrated for the value they bring to our communities, our patients and our teammates.  Upstream Rehabilitation does not discriminate on the basis of race, color, national origin, religion, gender (including pregnancy), sexual orientation, age, disability, veteran status, or other status protected under applicable law.