IT Service Desk Analyst - Remote Trillium's Catchment

Employer Industry: Managed Care Organization (MCO) specializing in mental health and substance use services

• Salary range of $51,942 - $69,471
• Competitive benefits including health insurance with no premium for employee coverage
• Work-from-home options available for most positions
• 24 days of Paid Time Off (PTO) plus 12 paid holidays in the first year
• Opportunities for professional growth within a collaborative, mission-driven work environment
• Public Service Loan Forgiveness (PSLF) qualifying employer

• Provide first and second level technical support for hardware and software
• Respond to Service Desk tickets to troubleshoot, resolve, or upscale requests
• Answer customer inquiries concerning IT systems operations
• Perform hardware and software upgrades
• Deploy “golden” images for desktops, laptops, tablets, and virtual machines

• High School diploma/GED and three (3) years of experience in PC software and hardware installation and troubleshooting
• Knowledge of TCP/IP Fundamentals and Windows Operating Systems (Windows 10/11, MS Office 2019, or M365)
• Experience with endpoint security, protection, and best practices
  
  Ability to analyze end-user requirements to provide immediate resolutions
• Must have a valid driver’s license and reside within the employer’s catchment area in North Carolina

• Experience with advanced mobile device management (MDM) and email concepts
• Familiarity with video/teleconferencing equipment and basic home networking
• Knowledge of cloud resources (Azure, AWS, etc.) and ITIL V3 standards
• Understanding of IT systems security standards (HIPAA, NIST, etc.)
• Relevant IT certifications such as Microsoft MTA, CompTIA A+, or equivalent

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