Technical Support Analyst

Careers close to home and your heart 

Since our founding in 1997, we’ve been making long-term care better for our residents and more rewarding for our team members. We’re a Fortune Best Places to Work in Aging Services, a certified Great Place to Work, and one of Glassdoor’s Top 100 Best Companies to Work. If you’re looking for a place that embraces you for who you are, helps you achieve your full potential, and makes working hard feel less like hard work, then look no further than Trilogy. 

Join Team Trilogy

Weekly pay, health and dental after your first month, student loan repayment, a competitive 401(k) match, and more! Make a living while you make a difference at Trilogy Health Services – a senior living provider with the continuous goal of being the Best Healthcare Company in The Midwest.

Based in Louisville, Kentucky, our Home Office team is looking for a Technical Support Analyst who will be responsible for IT support for all Trilogy entities. In this role you’ll handle answering inbound calls, placing outbound calls, assessing assigned tickets, performing troubleshooting steps, and escalating problems to higher level analysts as needed. The Trilogy Service Desk provides tiered support for all components of Trilogy’s computers serving both field and Home Office employees at all locations.

The Technical Support Analyst will report directly to our Manager of IT Technical Support.  

Responsibilities:

• Provide first level end-user consulting, trouble-shooting and problem-solving support for all corporate computer hardware/software supported and network-related technologies.
• Perform User Provisioning duties to include new user set-up, user changes and deactivating user accounts for all corporate software accounts.
• Provide application support, training, and problem resolution for all corporate software applications.
• Utilize our ticketing system to generate new requests, route tickets, and ticket closures.
• Participate in the imaging/configuration/testing/installation of all Trilogy hardware platforms, including desktop and laptop computers.
• Be responsible for supporting asset management processes and systems for all software and hardware in the company using the IT Master Hardware List.
• Support operating systems, kiosks, and other computer devices as necessary.
• Support IT customer service objectives by follow through of customer service processes, objectives, and procedures.
• Conserve resources by adhering to financial stewardship using prudent judgment related to expense(s) incurred by the company.
• Interact with end-users and IT team members in a professional and friendly manner.
• Conduct follow-up on open calls and/or assists co-workers in their follow-up.
• Take direction and adhere to instructions from IT leadership.
• Perform all job duties with a friendly, positive, and team-oriented approach.
• Maintain professional/technical competencies and proficiencies for job responsibilities.
• Comply with all company policies, procedures, rules, and standards.

Qualifications:

• Bachelor’s degree in Information Technology (IT) or related field from a four-year college or university, or the equivalent combination of education and work experience.
• 1-3 years’ experience in a technical support role, vocational training, and/or related work experience.
• Proficiency in Microsoft Office software suite.
• Candidate must be skilled in hardware and software support techniques with a thorough understanding of desktop and laptop configurations.
• Projecting a positive, professional image in all communications with both internal and external customers.

Licenses/Certifications:

• A+ or equal certification preferred.
• Certifications such as Microsoft MCTS and MCITP a plus.
• Valid vehicle driver’s license required.