What are the responsibilities and job description for the Helpdesk Analyst position at Trilogy?
$24.38 - 28.04 /Hr.
Schedule: Monday - Friday; 8:00 am - 4:30 pm
Location: Rogers Park (Chicago 60626) and 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 Carelogic EHR.
Responsibilities
Schedule: Monday - Friday; 8:00 am - 4:30 pm
Location: Rogers Park (Chicago 60626) and 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 Carelogic EHR.
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
- 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)
- Dental Insurance
- Vision Insurance
- Life Insurance
- Long-Term & Short-Term Disability
- Pet Insurance
- FSA (Health, Dependent Care, Transit)
- Telemedicine
- EAP
- 403(b) Retirement Plan with Employer Match
Salary : $24 - $28