IT Service Desk Analyst

GEORGIA SPINE & ORTHOPAEDICS•Roswell, GA

just now•Hybrid

About The Position

Trinity Medical Management is seeking a motivated, detail-oriented IT Service Desk Analyst to join their team. This role is crucial for ensuring users receive fast, reliable, and accountable IT support as the organization modernizes its IT operating model. The IT Service Desk Analyst will act as an internal liaison between end-users, a Managed Service Provider (MSP), and IT leadership. This position requires a highly organized, service-oriented professional skilled in tracking, communicating, documenting, and coordinating with multiple stakeholders, while maintaining user trust. The ideal candidate will possess technical curiosity, attention to detail, and a commitment to the user experience. The role involves providing internal IT support during PTO, high-volume periods, organizational expansion, and after-hours needs as required.

Requirements

2+ years of experience in an IT support, help desk, or service desk role (Tier 1 or Tier 2).
Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Admin Center basics).
Familiarity with Multi-Factor Authentication (MFA) tools (Microsoft Authenticator, Duo, or similar).
Experience with VPN client setup and basic troubleshooting.
Strong organizational skills with demonstrated ability to track multiple open items across users and locations simultaneously.
Excellent written and verbal communication skills — able to translate technical topics for non-technical users with patience and clarity.
Experience creating or maintaining IT documentation, ticketing logs, or knowledge base articles.
Professional and service-oriented attitude with a high standard for follow-through.

Nice To Haves

Experience working in a healthcare or medical management environment (familiarity with HIPAA, access control sensitivity, and multi-location coordination is a strong plus).
Experience working alongside or managing relationships with a Managed Service Provider (MSP).
Familiarity with IT ticketing platforms (ConnectWise, Autotask, ServiceNow, Zendesk, Freshservice, or similar).
Exposure to Active Directory/Azure AD user account management.
CompTIA A+, CompTIA Network+, Microsoft certifications (MS-900, MS-365 Fundamentals), or equivalent credentials.
Experience supporting distributed or multi-site organizations.
Basic understanding of IT asset management practices.

Responsibilities

Monitor open tickets submitted to the MSP across all locations and user groups, ensuring requests are properly categorized, assigned, and progressing within expected SLA timeframes.
Serve as the internal point of contact for escalating unresolved, stalled, or misrouted tickets to MSP account management or IT leadership.
Maintain ticket visibility, reporting, and flag trends, recurring failures, or service gaps to IT leadership on a regular cadence.
Provide first-contact support for users who need guidance navigating the MSP service desk intake process.
Assist users with basic troubleshooting, account access questions, Microsoft 365 issues, MFA enrollment, VPN setup, and common desktop or application concerns.
Follow up with end-users on open tickets to confirm resolution and satisfaction, and escalate where necessary.
Coordinate IT onboarding activities for new hires, including equipment staging and assignment, account provisioning requests, application access submissions, and first-day readiness checks.
Execute offboarding checklists for employee separations, including timely submission of access revocation requests, equipment retrieval coordination, and verification of license deactivation.
Maintain a documented onboarding/offboarding log to ensure no access or asset steps are missed across all locations.
Maintain and update the internal IT asset inventory, including laptops, monitors, peripherals, and mobile devices across all locations.
Track equipment assignments, repairs, returns, and pending replacements.
Coordinate shipping, receiving, and staging of replacement or new hire equipment as needed.
Document recurring issues, workarounds, known exceptions, and service trends in the internal IT knowledge base.
Maintain and update standard operating procedures for common IT tasks, onboarding/offboarding processes, and MSP escalation procedures.
Support continuity by ensuring documentation is current and accessible to IT leadership during coverage gaps.
Track MSP performance against agreed service levels and report exceptions to IT leadership.
Assist in preparing MSP service review data, including open ticket aging, resolution rates, and recurring summaries.
Flag compliance, security, or access control concerns identified through ticket review or user communication.
Support IT leadership with ad hoc projects, vendor coordination, and technology transition activities as assigned.