IT Service Desk Analyst - Remote within Trillium's Catchment

TRILLIUM HEALTH RESOURCES

7h • Remote

About The Position

Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives.

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, and evaluating best support actions based on available resources. This position will also function as a backup to other IT roles as needed.

Requirements

• 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 such.
• 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 such.
• Applicable certification(s) may be substituted to equivalent degree and experience requirements; OR
• Equivalent combination of education and experience.
• Must have a valid driver’s license.
• Must reside within Trillium’s Catchment of North Carolina. Counties included: Anson, Bertie, Beaufort, Bladen, Brunswick, Camden, Chowan, Carteret, Columbus, Craven, Currituck, Dare, Duplin, Edgecombe, Gates, Greene, Guilford, Halifax, Hertford, Hoke, Hyde, Jones, Lee, Lenoir, Martin, Montgomery, Moore, Nash, New Hanover, Northampton, Onslow, Pamlico, Pasquotank, Pender, Perquimans, Pitt, Randolph, Richmond, Robeson, Sampson, Scotland, Tyrrell, Warren, Washington, Wayne, Wilson.
• Must be able to travel within catchment as required.

Nice To Haves

• 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.

Responsibilities

• 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.

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) https://www.myncretirement.gov/systems-funds/local-governmental-employees-retirement-system-lgers/lgers-handbook [https://www.myncretirement.gov/systems-funds/local-governmental-employees-retirement-system-lgers/lgers-handbook]
• 401k with 5% employer match and immediate vesting
• Public Service Loan Forgiveness (PSLF) qualifying employer
• Quarterly stipend for remote work supplies

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED