IT Service Desk Analyst

Description

Trinity Medical Management is a growing healthcare management organization supporting approximately 23 locations and a workforce of nearly 250 employees, contractors, and partners. We are committed to delivering operational excellence and outstanding service to our clinical teams, providers, and administrative staff.

As we invest in modernizing our IT operating model, we are seeking a motivated, detail-oriented IT Service Desk Analyst to join our team and help ensure our users get fast, reliable, and accountable IT support.

Trinity Medical Management is transitioning its IT support model to a direct user-to-Managed Service Provider (MSP) service desk structure. The IT Service Desk Analyst serves as the internal bridge between end-users, the MSP, and IT leadership—ensuring that tickets are visible, escalations are handled promptly, user onboarding and offboarding are executed cleanly, and service delivery accountability is maintained across all locations.

This is not a pure IT break/fix role. This position requires a highly organized, service-oriented professional who can track, communicate, document, and coordinate across multiple stakeholders while maintaining excellent follow‑through and user trust. The ideal candidate brings technical curiosity, attention to detail, and a genuine commitment to the user experience.

Provide internal IT support during PTO, high-volume periods, organizational expansion, and
-hours needs as required.

• Monitor open tickets submitted to the MSP across all locations and user groups, ensuring requests are properly categorized, assigned, and progressing within expected SLA time frames.
• Serve as the internal point of contact for escalating unresolved, stalled, or misrouted tickets to MSP account management or IT leadership.
• Maintain ticket visibility, reporting, and flag trends, recurring failures, or service gaps to IT leadership on a regular cadence.

• Provide first-contact support for users who need guidance navigating the MSP service desk intake process.
• Assist users with basic troubleshooting, account access questions, Microsoft 365 issues, MFA enrollment, VPN setup, and common desktop or application concerns.
• Follow up with end-users on open tickets to confirm resolution and satisfaction, and elevate where necessary.

• Coordinate IT onboarding activities for new hires, including equipment staging and assignment, account provisioning requests, application access submissions, and first‑day readiness checks.
• Execute offboarding checklists for employee separations, including timely submission of access revocation requests, equipment retrieval coordination, and verification of license deactivation.
• Maintain a documented onboarding/offboarding log to ensure no access or asset steps are missed across all locations.

• Maintain and update the internal IT asset inventory, including laptops, monitors, peripherals, and mobile devices across all locations.
• Track equipment assignments, repairs, returns, and pending replacements.
• Coordinate shipping, receiving, and staging of replacement or new hire equipment as needed.

• Document recurring issues, workarounds, known exceptions, and service trends in the internal IT knowledge base.
• Maintain and update standard operating procedures for common IT tasks, onboarding/offboarding processes, and MSP escalation procedures.
• Support continuity by ensuring documentation is current and accessible to IT leadership during coverage gaps.

• Track MSP performance against agreed service levels and report exceptions to IT leadership.
• Assist in preparing MSP service review data, including open ticket aging, resolution rates, and recurring summaries.
• Flag compliance, security, or access control concerns identified through ticket review or user communication.

• Flag compliance, security, or access control concerns identified through ticket review or user communication.as required.
• Support IT…