It Service Desk Analyst

Make an Impact

Trillium Health Resources is a local governmental agency (LME/MCO) in North Carolina that manages serious mental health, substance use, and intellectual/developmental disability services. Serving in 28 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 Senior Service Desk Analyst to join our Information Technology team. This position is a technical lead 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. The IT Senior Service Desk Analyst 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.

• On a typical day, you might:
• Respond to Service Desk tickets.
• Provide technical training to other IT Service Desk team members.
• Coordinate with the IT Infrastructure Team when troubleshooting 3rd level issues to ensure a smooth transition during escalation.
• Perform hardware and software upgrades.
• Develop software images, testing patches, training end-users.
• Deploy IT equipment.

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:

• Flexible Work Schedules. Remote work was a strong part of our culture prior to COVID-19, and currently, employees may work remotely 100% of the time, with an in-office option available for those who prefer that.
• Paid Time Off (PTO) of 23 days per year, plus 10 paid holidays both in first year of employment
• Health Insurance - no premium for employee coverage
• 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. For more information, go to:
  1. https://files.nc.gov/retire/documents/files/Actives/LGERSHandbook.pdf
• 401k with 5% employer match & immediate vesting
• Public Service Loan Forgiveness Qualifying Employer
• Flexible Spending Accounts

Qualifications:

Education: High School diploma

Experience: High School diploma 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),
• Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response).
• Requires certification. Applicable certification(s) may be substituted to equivalent degree and experience requirements.

OR

• Associate’s degree in Information Technology, Computer Science, Computer Engineering, Business, or similar disciplines and one (1) year 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),
• Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response).
• Requires certification. Applicable certification(s) may be substituted to equivalent degree and experience requirements.

OR

Preferred Experience: (if applicable)

Experience with one or more of the following preferred:

• Advanced Mobile Device operations – Cell phone, tablets
• Email concepts and troubleshooting
• Video / teleconferencing equipment (Cisco Telepresence),
• Basic home networking (Cable Modem, Wireless, Routers, DSL, WIFI)
• Current cell phone technology and how to manage devices (Mobile Device Management MDM)
• Remote software deployment (ManageEngine, Intune, Ivanti)
• Microsoft Windows patching (WSUS)
• Cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS)
• ITIL V3 standards
• IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT)

License/Certification:

High School and Two year degrees require certification.

Preferred: (if applicable)

One or more of CompTIA A+, CompTIA Network+, MCSA, MCSE, Red Hat or equivalent certifications will be accepted.

Must have a valid driver’s license

Must reside in NC

Deadline for application: January 3, 2024 11:59pm

To be considered for employment, all candidates are required to submit an application through ADP and upload a current resume. Your resume must provide your level of education and detailed work experience, including:

• Employer Name
  1. Dates of service (month & year)
  2. Average number of hours worked per week
  3. Essential duties of the job as related to the position you’re applying for
• Education
  1. Degree type
  2. Date degree was awarded
  3. Institution
• Licensure/certification, if applicable

After submitting your application through our career center in ADP, your resume will be reviewed to ensure that your skills and experience meet the essential criteria for the role you have applied for.

The diversity of the communities we serve is reflected in our employees. Trillium Health Resources is an Equal Employment Opportunity (EEO) employer.

Trillium Health Resources is a drug-free workplace. Candidates are required to pass a drug test as a condition of employment.

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