IT Service Desk Analyst

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.

Managed Service Provider Ticket Coordination & Visibility

• Monitor open tickets submitted to the MSP across all locations and user groups ensuring requests are properly categorized assigned and progressing within expected SLA timeframes.
• 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.

End-User Support & Communication

• 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 escalate where necessary.

Onboarding & Offboarding Support

• 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.

Asset Tracking & Equipment Lifecycle

• 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.

Documentation & Knowledge Management

• 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.

Managed Service Provider Accountability & SLA Monitoring

• 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.

General IT Support Coverage

• Flag compliance security or access control concerns identified through ticket review or user required.
• Support IT leadership with ad hoc projects vendor coordination and technology transition activities as assigned.

Required Qualifications

• 2 years of experience in an IT support help desk or service desk role (Tier 1 or Tier 2).
• Working knowledge of Microsoft 365 (Outlook Teams SharePoint OneDrive Admin Center basics).
• Familiarity with Multi-Factor Authentication (MFA) tools (Microsoft Authenticator Duo or similar).
• Experience with VPN client setup and basic troubleshooting.
• Strong organizational skills with demonstrated ability to track multiple open items across users and locations simultaneously.
• Excellent written and verbal communication skills able to translate technical topics for non-technical users with patience and clarity.
• Experience creating or maintaining IT documentation ticketing logs or knowledge base articles.
• Professional and service-oriented attitude with a high standard for follow-through.

Preferred Qualifications

• Experience working in a healthcare or medical management environment (familiarity with HIPAA access control sensitivity and multi-location coordination is a strong plus).
• Experience working alongside or managing relationships with a Managed Service Provider (MSP).
• Familiarity with IT ticketing platforms (ConnectWise Autotask ServiceNow Zendesk Freshservice or similar).
• Exposure to Active Directory/Azure AD user account management.
• CompTIA A CompTIA Network Microsoft certifications (MS-900 MS-365 Fundamentals) or equivalent credentials.
• Experience supporting distributed or multi-site organizations.
• Basic understanding of IT asset management practices.

Benefits and Perks

• A great benefits package includes medical dental vision and multiple add-on options.
• Paid time off
• Paid holidays
• Mileage reimbursement and travel stipends are available