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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** GEORGIA SPINE & ORTHOPAEDICS - **Location:** Roswell, GA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, User Authentication, Microsoft Outlook, CompTIA Network+, Common Desktop Environments, Multi-Factor Authentication, IT Management, Virtual Private Networks (VPN), Knowledge Management, Azure Active Directory, Microsoft SharePoint, VPN Clients, ServiceNow IT Service Management, Office365, Information Technology, Zendesk, User Administration, Servicenow - **Published:** June 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9d39786c00ceca77 ## About the Role Do you have experience in VPN management?, 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., * 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. ## Description 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 communication.as required. * Support IT leadership with ad hoc projects, vendor coordination, and technology transition activities as assigned. ## Related Videos - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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