Onsite in Creve Coeur, Missouri, MGM Healthcare Home Office is standing up a dedicated Help Desk to support operations across Missouri, Iowa, and Oklahoma. The Senior Help Desk Analyst will anchor front-line IT support, user access management, and the operational readiness of this newly established function, helping to shape how end users experience technology assistance across the region.
Responsibilities
- Serve as the primary point of contact for IT assistance via phone, email, or the ticketing system.
- Provide Tier 1 support for software, hardware, printers, and basic networking issues.
- Respond to help-line inquiries promptly and professionally, upholding high standards of customer service.
- Reset passwords, unlock accounts, and troubleshoot user access in Active Directory and related systems.
- Manage onboarding and offboarding activities, creating, modifying, and deactivating credentials and access per IT and HR policies.
- Image, configure, and deploy new desktop and laptop computers following organizational standards.
- Set up and support mobile devices (iOS/Android) and desk phones, including basic VoIP troubleshooting.
- Document all user interactions, issues, troubleshooting steps, and resolutions in the ticketing system.
- Communicate clearly with users throughout the resolution process.
- Escalate unresolved issues to Tier 2/3 teams while maintaining oversight to ensure closure.
- Support knowledge-base development and contribute to process improvements and documentation.
- Assist with developing Help Desk workflows, best practices, and onboarding procedures.
- Perform other duties as assigned to support IT operations and organizational objectives.
Requirements
- 1+ years of experience in a Help Desk, IT support, or desktop-support role.
- Proficiency in troubleshooting Windows OS, Microsoft Office, Active Directory, and standard IT hardware.
- Experience imaging and deploying computers using organizational tools and standards.
- Familiarity with mobile device support, basic network troubleshooting, and VoIP systems.
- Strong organizational and communication skills with a customer-focused mindset.
- Ability to multitask and manage priorities in a high-demand environment.
- Experience with ticketing systems and professional, clear documentation practices.
Technologies
- Active Directory
- Windows OS
- Microsoft Office
- VoIP systems
- iOS
- Android
- Ticketing systems
Position summary
We are seeking a detail-oriented, service-driven Senior Help Desk Analyst to join the IT team. As a key member of a newly established Help Desk, this role will help deliver responsive, high-quality technical support and contribute to shaping the structure and service standards of the function. The Senior Help Desk Analyst will oversee front-line support, system access management, and operational readiness, collaborating closely with fellow team members and end users.
Why join us
This is a unique opportunity to contribute to the foundation of a new Help Desk within a growing healthcare organization. You will influence the user support experience while advancing your career in a collaborative, high-impact IT environment. Your technical knowledge, professionalism, and initiative will help elevate IT service delivery across the organization.
Benefits
- Competitive pay based on experience
- Immediately accrue paid time off (PTO) as you work
- Six observed holidays with premium pay or leave plus one floating holiday for full-time employees
- Up to $5,000 per calendar year in tuition/education reimbursement for approved programs
- Take home up to 75% of your net earned wages at the end of every shift
- 401(k) retirement plan with company-matched contributions after one year
- Medical (Teledoc included), dental, vision, life and other voluntary insurances for full-time employees
EEO statement
Our facility provides equal employment opportunities. We are committed to complying with all state, federal, and local laws that prohibit discrimination in employment, including recruitment, hiring, placement, promotion, transfers, compensation, benefits, training, programs, reductions in workforce, termination, and recall.
