Helpdesk Analyst

Pay Range: $24.38 - 28.04 /Hr.

Schedule: Monday - Friday; 8:00 am - 4:30 pm

Office Locations: 1400 W Greenleaf Ave Chicago, IL 60626
5250 Old Orchard Rd 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 Care logic 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 

Qualifications 

• 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. 

Benefits: 

• 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