IT Sr. Service Desk Analyst

Req. 2783

Working Title: IT Sr. Service Desk Analyst

Position Number: 91025

FLSA Status: Exempt

Posting Salary Range: $56,270 - $87,117

Office Location: Greenville or Wilmington, NC.

POSTING DETAILS:

Make an Impact  

Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) that manages serious mental health, substance use, traumatic brain injury, and intellectual/developmental disability services in North Carolina. Serving in 46 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 Sr. Service Desk Analyst to join our team. The IT Sr. Service Desk Analyst is a senior level 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. This position 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.

If you are looking for a unique opportunity to make a tangible impact on the lives of others, apply today!

On a typical day, you might:

• Provide leadership by working with the Service Desk Manager to oversee and define procedures for the best course of action based on customer needs, timing, and resources.
• Coach, mentor, and lead other IT Service Desk team members.
• Provide 1st, 2nd, and 3rd level technical support for hardware and software.
• Respond to Service Desk tickets.
• Deploy IT equipment.
• Develop software images, test patches, train end-users.
• Performs Hardware and Software upgrades.
• Coordinates with the IT Infrastructure Team when troubleshooting 3rd level issues to ensure a smooth transition during escalation.

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:

• Typical working hours are 8:30am-5pm
• A remote work option available for most positions
• Health Insurance - no premium for employee coverage
• Flexible Spending Accounts
• Paid Time Off (PTO) of 24 days, plus 12 paid holidays within first year of employment
• 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: https://www.myncretirement.com/systems-funds/local-governmental-employees-retirement-system-lgers/lgers-handbook
• 401k with 5% employer match & immediate vesting
• Public Service Loan Forgiveness Qualifying Employer

Qualifications: 

Education/Experience:

High School diploma/GED 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

Equivalent combination of education/experience.

Preferred Experience:

• 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)
• 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 diploma/GED and Two-year degrees require certification.

Must have a valid driver’s license

A valid active driver’s license is required to be maintained for this position

Preferred License/Certification:

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

Location:
Must reside in North Carolina and be able to report to either the Wilmington or Greenville office.

Deadline for application: September 8, 2025 @ 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
• Dates of service (month & year)
• Average number of hours worked per week
• Essential duties of the job as related to the position you’re applying for
• Education
• Degree type
• Date degree was awarded
• 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.

You will be notified by HR on the status of your application as appropriate.  All applicants will receive a final email when the recruitment cycle for the position has closed.  

Join our Talent Community through our ADP career center to stay informed about positions you may qualify for. Remember to keep an update resume in the Talent Community profile. 

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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