IT Service Desk Analyst I

Are you passionate about helping employees stay productive and connected through the latest digital tools and technology? We're seeking an IT Service Desk Analyst I to serve as the first point of contact for technical support, assisting employees with troubleshooting hardware, software, and network issues. In this role, you'll deliver exceptional customer service, resolve tickets efficiently, and ensure seamless operations across Microsoft 365, Windows, and mobile environments.

At TriForza, we use technology to drive digital transformation and advance customer experiences across the oral health industry to promote access to affordable and quality care for everyone – with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.

The pay range for this position In Western Washington varies between $40,905.00 – $55,298.00, and for Eastern Washington varies between $40,560.00 - $54,416.00. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.

Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.

• Provide Level 1 support for digital workplace tools, including collaboration platforms (e.g., Microsoft 365, Teams, SharePoint).
• Troubleshoot issues related to Windows operating systems, mobile devices, printers, and software applications.
• Respond to service tickets promptly, ensuring all issues are documented and resolved or escalated as necessary.
• Support endpoint device configurations, ensuring proper connectivity, software installations, and security compliance.
• Assist users with configuring and optimizing productivity tools, including email, calendars, cloud storage, and file sharing services.
• Maintain and monitor user access and permissions across collaboration tools and platforms.
• Provide end-user training on digital workplace tools to enhance user adoption and efficiency.
• Develop and distribute user guides, FAQs, and self-service resources.
• Support user account management tasks, including password resets, account lockouts, and group memberships.
• Assist with patching, updating, and securing endpoint devices and applications.
• Perform IMAC (Install, Move, Add, Change) tasks for hardware, including desktops, laptops, and mobile devices.
• Track and maintain an accurate inventory of IT assets and ensure timely hardware replacements or disposals.
• Collaborate with internal teams and vendors to resolve escalated technical issues.
• Document recurring issues and identify opportunities for process improvements and automation.
• Ensure all endpoints are compliant with company security policies, including encryption, antivirus, and patch management.
• Report security incidents and follow established protocols to minimize risks.

Experience, skills, and education do you need to have to succeed in the position: The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the essential functions of the position.

• Associate’s degree in IT, Computer Science, or related field (or equivalent work experience).
• Microsoft 365 Certified Fundamentals or CompTIA A preferred.
• 1 year of experience in IT support or service desk roles.
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and endpoint management tools.
• Experience supporting Windows, and mobile devices.
• Knowledge of Active Directory, Group Policy, and basic networking concepts (DHCP, DNS).
• Basic troubleshooting of collaboration tools and cloud services.
• Experience with remote support tools and ticketing systems (e.g., Remedy, Jira, FreshService).
• Strong communication and customer service skills.
• Ability to prioritize tasks and manage time effectively.
• Eagerness to learn new technologies and adapt to evolving environments.

Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)