Helpdesk Analyst

Trilogy Behavioral Healthcare; Chicago (IL); Hybrid; USD 42.000 - 64.000; Vollzeit

Benefits dieser Stelle

Free Virtual Primary Care

Paid parental leave

Medical Insurance (BCBS of IL)

Vision Insurance

Life Insurance

Disability Insurance

Pet Insurance

FSA

EAP

401(k) Retirement Plan with Employer-M

Zusammenfassung

Trilogy, Inc. is seeking a Help Desk Analyst to provide first-level IT support for employees across locations in Chicago. You will diagnose and resolve issues with hardware, software, VPN connectivity, and Microsoft tools, while mentoring users and escalating complex cases as needed.

The role offers opportunities to develop skills in systems administration with Microsoft platforms and the Carelogic EHR, in a fast-paced environment that may require after-hours coverage.

Qualifikationen

• 2+ years IT troubleshooting/Help Desk experience preferred.
• Strong communication and customer service focus.
• Solid understanding of IT equipment: laptops, printers, networking, servers, and phone systems.
• Experience with Azure/Office 365, Intune, MS Teams phone systems, Carelogic is a plus.

Aufgaben

• Interpret and diagnose first/second level issues for hardware, software, and networks.
• Provide local and remote support via phone/email; document resolutions.
• Troubleshoot desktop apps and configurations (Windows, VPN, Office).
• Escalate complex issues to appropriate teams and monitor progress.
• Collaborate with IT for server, network management and deployments.
• Produce end-user documentation and training materials.

Kenntnisse

Azure/Office 365

Intune

MS Teams

VPN

Customer service

Tools

Qualifacts Carelogic

VPN client

Jobbeschreibung

Office Locations: 1400 W Greenleaf Ave Chicago, IL 60626
5250 Old Orchard Rd Skokie, IL 60077

The Help Desk Analyst will provide the first level of customer service problem diagnosis and phone/email support to employees throughout the organization. He/she/they will mentor and coach employees on escalation and troubleshooting procedures; and cross train with the remaining IT team.The Help Desk Analyst may work evening hours, weekends, or holidays as required for projects, coverage, and system upgrades/maintenance.The Help Desk Analyst will have opportunities to develop systems administration skills in Microsoft systems as well as Qualifacts Care logicEHR.

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; i.e. Windows, Microsoft Office, VPN connectivity, etc. Investigate recurring issues and provide solutions to address root problem.
• Research support/technical issues through problem tracking system, websites, software manuals, etc. Implement solutions or **escalate** problems to appropriate parties. Monitor progress until issue is resolved.
• Work closely with team on server, network management, and deployments. Update team on new support issues.
• Provide training on software applications and new initiatives to users. Develop, write, and maintain end-user documentation.
• Interact and collaborate with third‑party vendors to manage the resolution of complex client issues.
• Document calls/resolutions; and identify strategies to improve the call handling and resolution process.
• Maintain network and PC preventive maintenance to ensure data integrity.
• Contribute to special projects that will facilitate the growth of the department.
• Perform other related duties and/or projects as assigned

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 Information Technology equipment; i.e. laptops, printers, wireless technology, network equipment, servers, and phone systems.
• Experience with Azure/Office 365, Intune, MS Teams phone systems, Qualifacts Carelogic.
• Strong problem-solving and project management skills. Ability to take initiative.
• Works well under pressure and demonstrates flexibility and sensitivity to changing priorities.
• Reliable personal vehicle, valid driver’s license, and insurance required to travel between multiple Trilogy locations.
• FREE Virtual Primary Care, Urgent Care, and Mental Health Counseling for ALL Employees
• PAID Maternity/Paternity leave
• Medical Insurance (BCBS of IL)
• Vision Insurance
• Life Insurance
• Long-Term & Short-Term Disability
• Pet Insurance
• FSA (Health, Dependent Care, Transit)
• EAP
• 403(b) Retirement Plan with Employer Match

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.