Helpdesk Analyst

Main Office
1400 W Greenleaf Ave
Chicago, IL 60626, USA

Main Office
1400 W Greenleaf Ave
Chicago, IL 60626, USA

Old Orchard Towers
5250 Old Orchard Rd
Skokie, IL 60077, USA

Old Orchard Towers
5250 Old Orchard Rd
Skokie, IL 60077, USA

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 logicEHR.

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 elevate 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.
• FREE Virtual Primary Care, Urgent Care, and Mental Health Counseling for ALL Employees
• PAID Maternity/Paternity leave
• Medical Insurance (BCBS of IL)
• Vision Insurance
• Life Insurance
• Long-Term & Short-Term Disability
• Pet Insurance
• FSA (Health, Dependent Care, Transit)
• EAP
• 403(b) Retirement Plan with Employer Match

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.