Help Desk Analyst - IT Support & EHR Systems Growth

Trilogy; Chicago (IL); On-site; USD 33,062 - 38,572; Full time

Benefits offered by this job

Free healthcare benefits

Maternity/Paternity leave

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Pet Insurance

FSA/Transit benefits

Telemedicine

Employee Assistance Program (EAP)

403(b) Retirement Plan with Employer·匹

Job summary

Trilogy is seeking a Help Desk Analyst to provide first-level IT support for employees across multiple locations. You will diagnose issues by phone and email, mentor staff on escalation procedures, and collaborate with the IT team on system upgrades.

Some evenings, weekends, or holidays may be required for projects and maintenance. The role also offers opportunities to develop skills in Microsoft systems and Qualifacts CareLogic EHR, with training and cross-team collaboration to resolve complex

Qualifications

• Minimum of 2 years IT troubleshooting/technical experience. Work experience is preferred, a combination of trainings/school and certifications can help supplement work experience.
• Excellent oral, written, and interpersonal communication skills with a focus on customer service.
• Solid understanding of IT equipment; laptops, printers, wireless tech, network gear, servers, phones.
• Experience with Azure/Office 365, Intune, MS Teams phone systems, Qualifacts Carelogic.

Responsibilities

• Interpret, analyze, diagnose, document, and resolve first and second level customer service issues related to supported hardware, application/operating systems software, and LANs/WANs
• Perform local and remote phone and electronic support and incident response to users
• Troubleshoot desktop applications and configurations; Windows, Microsoft Office, VPN connectivity, etc.
• Investigate recurring issues and provide solutions to address root cause.
• Work closely with team on server, network management, and deployments.
• Provide training on software applications and new initiatives to users; develop end-user documentation.
• Interact with third-party vendors to manage resolution of complex client issues.
• Document calls/resolutions; identify strategies to improve call handling and resolution process.
• Maintain network and PC preventive maintenance to ensure data integrity.

Skills

Customer service

IT troubleshooting

Communication

Problem solving

Teamwork

Tools

Azure/Office 365

Intune

MS Teams

Carelogic

Job description

Trilogy is seeking a Help Desk Analyst to provide first-level IT support for employees across multiple locations. You will diagnose issues by phone and email, mentor staff on escalation procedures, and collaborate with the IT team on system upgrades.

Some evenings, weekends, or holidays may be required for projects and maintenance. The role also offers opportunities to develop skills in Microsoft systems and Qualifacts CareLogic EHR, with training and cross-team collaboration to resolve complex