IT Sr. Service Desk Analyst

IT Sr. Service Desk Analyst

IT Sr. Service Desk Analyst

Cost Center: 4400/Information Technology

Position Number: 91025

FLSA Status: Exempt

Posting Salary Range: $56,270 - $87,117

Office Location: Greenville or Wilmington, NC

Make an Impact Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) that manages serious mental health, substance use, traumatic brain injury, and intellectual/developmental disability services in North Carolina. Serving in 46 counties, we help individuals and their families strengthen well-being and build foundations for a healthy life. Join our team as we empower others to live their best lives by providing access to quality healthcare. We offer a challenging, engaging work environment where staff take home more than a paycheck. Every day, we see the results of our dedication - in the smiles of children on our accessible playgrounds and in the pride on the face of an adult cooking a meal for the first time. Working at Trillium Health Resources is more than just a job; it is an opportunity to make a direct impact on the communities we serve. At Trillium, we know that empowering others begins with supporting and developing our team. That's why we offer competitive benefits and work-from-home flexibility so that our employees thrive outside of the office. We're also committed to building a diverse, inclusive culture where all employees have the potential to grow professionally and personally.

What We're Looking For

Trillium Health Resources has a career opening for an IT Sr. Service Desk Analyst to join our team. The IT Sr. Service Desk Analyst is a senior level position responsible for providing first, second, and third level support and guidance to other Service Desk Team members for all technology within the Trillium IT Operations deployed technical stack. This position works directly with the Service Desk Manager to set daily work direction and communicate with other members of the Service Desk Team and functions as a backup to other IT Service Desk roles as needed. If you are looking for a unique opportunity to make a tangible impact on the lives of others, apply today!

On a Typical Day, You Might

Provide leadership by working with the Service Desk Manager to oversee and define procedures for the best course of action based on customer needs, timing, and resources. Coach, mentor, and lead other IT Service Desk team members. Provide 1st, 2nd, and 3rd level technical support for hardware and software. Respond to Service Desk tickets. Deploy IT equipment. Develop software images, test patches, train end-users. Performs Hardware and Software upgrades. Coordinates with the IT Infrastructure Team when troubleshooting 3rd level issues to ensure a smooth transition during escalation.

Employee Benefits

Trillium knows that work/life balance is important. That's why we offer our employees competitive benefits and flexibility that is second to none. Take a look at what we have to offer:

• Typical working hours are 8:30am-5pm
• A remote work option available for most positions
• Health Insurance - no premium for employee coverage
• Flexible Spending Accounts
• Paid Time Off (PTO) of 24 days, plus 12 paid holidays within first year of employment
• NC Local Government retirement pension. This is a defined-benefit retirement plan that will pay you a monthly amount upon retirement, for the rest of your life, with as little as five years of service.
• 401k with 5% employer match and immediate vesting
• Public Service Loan Forgiveness Qualifying Employer

Qualifications

Education/Experience:

High School diploma/GED and three (3) years' experience required in the following:

• PC software and hardware installation and troubleshooting
• TCP/IP Fundamentals
• Windows Operating Systems
• Microsoft Office Products (Windows 10, MS Office 2019, or M365)