Impactful IT Support Analyst (Help Desk)

Trilogy Health Services, LLC; Louisville (KY); On-site; USD 42,000 - 68,000; Full time

Job summary

Trilogy Health Services, LLC in Louisville, KY is seeking a Technical Support Analyst to deliver first-level IT support for all Trilogy entities. You will handle inbound/outbound calls, assess tickets, troubleshoot, and escalate issues to higher-level analysts as needed.

The role reports to the Manager of IT Technical Support and requires a B.S. in IT or related field and 1–3 years of tech support experience. Proficiency in Microsoft Office and hardware/software troubleshooting is expected.

Qualifications

• Bachelor’s degree in IT or related field is required.
• 1–3 years in a technical support role or similar.
• Proficiency with Microsoft Office software suite.
• Strong hardware and software troubleshooting abilities.
• Professional, friendly communication with internal customers.

Responsibilities

• Provide first level end-user consulting, trouble-shooting and problem-solving support for all corporate computer hardware/software supported and network-related technologies.
• Perform User Provisioning duties to include new user set-up, user changes and deactivating user accounts for all corporate software accounts.
• Provide application support, training, and problem resolution for all corporate software applications.
• Utilize our ticketing system to generate new requests, route tickets, and ticket closures.
• Participate in the imaging/configuration/testing/installation of all Trilogy hardware platforms, including desktop and laptop computers.
• Be responsible for supporting asset management processes and systems for all software and hardware in the company using the IT Master Hardware List.
• Support operating systems, kiosks, and other computer devices as necessary.
• Support IT customer service objectives by follow through of customer service processes, objectives, and procedures.
• Conserve resources by adhering to financial stewardship using prudent judgment related to expense(s) incurred by the company.
• Interact with end-users and IT team members in a professional and friendly manner.
• Conduct follow-up on open calls and/or assists co-workers in their follow-up.
• Take direction and adhere to instructions from IT leadership.
• Perform all job duties with a friendly, positive, and team-oriented approach.
• Maintain professional/technical competencies and proficiencies for job responsibilities.
• Comply with all company policies, procedures, rules, and standards.

Skills

IT degree

1-3 years experience

Microsoft Office

Hardware & software support

Customer service

Education

Bachelor’s degree in Information Technology or related field

Job description

Trilogy Health Services, LLC in Louisville, KY is seeking a Technical Support Analyst to deliver first-level IT support for all Trilogy entities. You will handle inbound/outbound calls, assess tickets, troubleshoot, and escalate issues to higher-level analysts as needed.

The role reports to the Manager of IT Technical Support and requires a B.S. in IT or related field and 1–3 years of tech support experience. Proficiency in Microsoft Office and hardware/software troubleshooting is expected.