IT Service Desk Analyst

$50,923 - $66,837/Yr

Trillium Health Resources - Wilmington, NC

Full-time - Entry Level

Remote - Wilmington, NC

Nursing and Residential Care Facilities

About the position

The IT Service Desk Analyst at Trillium Health Resources is a technical role focused on providing first and second level support for all technology used within the agency. This position involves responding to Service Desk tickets, deploying IT equipment, developing software images, testing patches, training end-users, and evaluating best support actions based on available resources. The role is essential in ensuring the smooth operation of IT systems that support the agency's mission of providing quality healthcare services.

Responsibilities

• Respond to Service Desk tickets and provide first and second level support for IT systems.
• Deploy IT equipment and develop software images.
• Test patches and perform hardware and software upgrades.
• Train end-users on IT systems and best practices.
• Coordinate with the Service Desk Coordinator to maintain an accurate IT asset management system.
• Analyze end-user requirements to provide immediate resolutions using predefined or custom solutions.
• Contribute to the development and maintenance of business systems functional architecture.

Requirements

• High School diploma and three (3) years of experience in PC software and hardware installation and troubleshooting.
• Knowledge of TCP/IP Fundamentals and Windows Operating Systems (Windows 10, MS Office 2019, or M365).
• Experience with endpoint security and protection best practices.
• Ability to analyze end-user requirements and create resolutions.
• Equivalent combination of education and experience may be accepted.

Nice-to-haves

• Experience with Advanced Mobile Device Management (MDM).
• Knowledge of email concepts and troubleshooting.
• Familiarity with video/teleconferencing equipment.
• Basic home networking skills (Cable Modem, Wireless, Routers, DSL, WIFI).
• Experience with cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS).
• Understanding of ITIL V3 standards and IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT).
• Preferred certifications include Microsoft MTA, MOS, MCSA, MCSD, MCSE, CompTIA A+, Security+, CSA+.

Benefits

• 401(k) with 5% employer match and immediate vesting
• Flexible work schedules
• Health insurance with no premium for employee coverage
• Flexible spending accounts
• Paid time off (PTO) of 24 days plus 12 paid holidays
• Public Service Loan Forgiveness Qualifying Employer