IT Helpdesk Support Specialist II

PBS Radiology Business Experts is seeking an on-site IT Helpdesk Support Specialist II in Reno, NV to provide frontline, technical support across PBS infrastructure, end-user computing, and business applications. This role focuses on resolving incidents through documented procedures, performing structured troubleshooting, and preparing clear technical intake before issues move to Tier 2 or Tier 3 teams.

You will act as the bridge between users and internal support groups, ensuring each case is diagnosed and documented with enough detail to support faster escalation and resolution. Work is typically ticket-driven and routed through defined escalation paths.

Key responsibilities

• Serve as the primary intake point for IT incidents and service requests via phone, email, and the ticketing system
• Conduct structured troubleshooting using documented workflows and root-cause isolation techniques
• Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
• Support endpoint hardware such as desktops, laptops, printers, scanners, and other peripherals, including break/fix replacement
• Administer Active Directory objects (users and groups) with least-privilege standards
• Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
• Troubleshoot Microsoft 365 services including Outlook connectivity, Teams issues, OneDrive sync, and SharePoint access
• Perform basic network diagnostics such as IP configuration, DNS resolution, gateway reachability, and latency symptoms
• Use RDP and approved remote support tools to troubleshoot endpoints and applications
• Deploy and image workstations using standard build procedures and deployment tools
• Install, update, and license approved software packages
• Maintain accurate CMDB/asset records and complete ticket documentation
• Identify recurring incidents and potential systemic issues, then escalate with supporting evidence
• Handle limited, predefined SQL tasks in approved environments only (read-only queries or controlled updates)
• Act as the initial technical contact for Imagine application incidents and service requests
• Differentiate between user workflow errors, configuration/data issues, and system-level problems when triaging Imagine and other requests
• Apply documented fixes and known workarounds for common Imagine issues
• Collect detailed diagnostics including logs, screenshots, timestamps, reproduction steps, and user context
• Escalate to Tier 2/3 internal teams or vendor support according to established escalation procedures
• Track escalations and provide status updates to stakeholders

Requirements

• 5+ years of hands-on IT support or application support experience
• Advanced Windows OS administration and troubleshooting skills
• Strong experience with Active Directory and access management
• Enterprise Microsoft 365 administration and support experience
• Experience working in structured, ticket-driven support environments
• Strong understanding of escalation thresholds and operational boundaries

Technologies you will use

• Windows OS, Active Directory, Microsoft 365, Outlook, Teams, OneDrive, SharePoint
• RDP, SQL, CMDB

Location: Reno, NV (onsite)
Compensation: USD 24–26 per hour
Experience: 5+ years