[Hiring] IT Service Desk Analyst @TRILLIUM HEALTH RESOURCES

Role Description

Trillium Health Resources has a career opening for an IT Service Desk Analyst to join our team! The IT Service Desk Analyst is responsible for providing first and second level support for all technology used within the agency. This position will be responsible for:

• Responding to Service Desk tickets
• Deploying IT equipment
• Testing patches
• Training end-users
• Evaluating best support actions based on available resources
• Functioning as a backup to other IT roles as needed

On a typical day, you might:

• Provide 1st and 2nd level technical support for hardware and software
• Respond to Service Desk tickets to troubleshoot, resolve, or escalate requests
• Answer customer inquiries concerning IT systems operations
• Perform Hardware and Software upgrades
• Coordinate with Unit Manager to ensure IT asset management system is accurate and up to date
• Deploy “golden” images for desktops, laptops, tablets, and virtual machines
• Define the best course of action based on customer need, timing, and resources

Qualifications

• High School diploma/GED and three (3) years of experience in the following:
  • PC software and hardware installation and troubleshooting
  • TCP/IP Fundamentals
  • Windows Operating Systems, and Microsoft Office Products (Windows 10/11, MS Office 2019, or M365)
  • Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools, and security incident response)
  • Analyzing end-user requirements to match or create immediate resolutions using predefined or custom created solutions
• Applicable certification(s) may be substituted to equivalent degree and experience requirements; OR
• Associate’s degree in Information Technology, Computer Science, Computer Engineering, Business, or similar disciplines, and one (1) year of experience in the following:
  • PC software and hardware installation and troubleshooting
  • TCP/IP Fundamentals
  • Windows Operating Systems, and Microsoft Office Products (Windows 10/11, MS Office 2019, or M365)
  • Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response)
  • Analyzing end-user requirements to match or create immediate resolutions using predefined or custom created solutions
• Equivalent combination of education and experience
• Must have a valid driver’s license
• Must reside within Trillium’s Catchment of North Carolina
• Must be able to travel within catchment as required

Requirements

• Experience with one or more of the following:
  • Advanced Mobile Device management (Mobile Device Management MDM)
  • Email concepts and troubleshooting
  • Video/teleconferencing equipment
  • Basic home networking (Cable Modem, Wireless, Routers, DSL, WIFI)
  • Cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS)
  • ITIL V3 standards
  • IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT)
  • Microsoft MTA, MOS, MCSA, MCSD, MCSE, CompTIA A+, Security+, CSA+, or equivalent certifications will be accepted

Benefits

• Typical working hours: 8:30 am – 5:00 pm; flexible work schedules with some roles with management approval
• Work-from-home options available for most positions
• Health Insurance with no premium for employee coverage
• Flexible Spending Accounts
• 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year
• NC Local Government Retirement Pension (defined-benefit plan)
• 401k with 5% employer match and immediate vesting
• Public Service Loan Forgiveness (PSLF) qualifying employer
• Quarterly stipend for remote work supplies

How to Apply

To be considered, submit your application and resume through our ADP Career Center. Your resume must include:

• Employer name, dates of service (month/year), average hours worked per week, and essential job duties
• Education details (degree type, date awarded, institution, field of study)
• Licensure/certification information, if applicable

After submission, your resume will be reviewed to ensure it meets the essential criteria for the position. You’ll be notified by HR regarding your application status as appropriate. All applicants will receive a final update once the recruitment cycle closes.

Trillium Health Resources is an Equal Employment Opportunity (EEO) employer and a drug-free workplace. All candidates must pass a drug test as a condition of employment.