Help Desk Analyst: IT Support & Troubleshooting Pro

TRILOGY BEHAVIORAL HEALTHCARE; Chicago (IL); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Medical Insurance (BCBS of IL)

Vision Insurance

Life Insurance

Long-Term & Short-Term Disability

FSA (Health, Dependent Care, Transit)

EAP

403(b) Retirement Plan with Employerf

Paid Maternity/Paternity Leave

Free Virtual Primary Care, Urgent Care

Job summary

Trilogy Behavioral Healthcare is seeking a Help Desk Analyst to deliver first-level IT support to employees across multiple sites in the Chicago area. The role includes phone/email triage, problem diagnosis, troubleshooting Windows, VPN, and Office applications, and collaborating with IT for escalations.

Responsibilities include documenting resolutions, training users, and maintaining hardware/network integrity. Occasional after-hours work for upgrades and maintenance is possible.

Qualifications

• Minimum of 2 years IT troubleshooting/technical experience.
• Excellent oral, written, and interpersonal communication skills.
• Solid understanding of IT equipment including laptops, printers, and networks.
• Experience with Azure/Office 365, Intune, MS Teams phone systems, and Qualifacts Carelogic.
• Strong problem-solving and project management abilities.
• Able to work under pressure and adapt to changing priorities.

Responsibilities

• Interpret, analyze, diagnose, document, and resolve first- and second-level issues related to hardware, software, and networks.
• Provide local and remote phone and email support and incident response.
• Troubleshoot desktop applications and configurations (Windows, Office, VPN).
• Investigate recurring issues and propose root-cause solutions.
• Coordinate with server, network management, and deployments; update team on issues.
• Provide training on software and new initiatives; create end-user documentation.
• Collaborate with third-party vendors to resolve complex client issues.
• Document calls/resolutions and identify call-handling improvements.
• Maintain preventive maintenance of network and PCs; contribute to special projects.

Skills

Customer service

Troubleshooting

Communication

Teamwork / Collaboration

Problem solving

Time management

Education

Tools

Azure/Office 365

Intune

MS Teams phone systems

Qualifacts Carelogic

Job description

Trilogy Behavioral Healthcare is seeking a Help Desk Analyst to deliver first-level IT support to employees across multiple sites in the Chicago area. The role includes phone/email triage, problem diagnosis, troubleshooting Windows, VPN, and Office applications, and collaborating with IT for escalations.

Responsibilities include documenting resolutions, training users, and maintaining hardware/network integrity. Occasional after-hours work for upgrades and maintenance is possible.