IT Service Desk Representative III

Net Health is seeking a Level III IT Service Desk Representative to operate as a senior escalation point and drive end-to-end resolution for complex, high-visibility technology issues. This fully remote role supports a distributed workforce and includes ownership across endpoint management, identity and access, Microsoft 365 administration, device patching, and enablement for an enterprise AI environment.

Role overview

• Serve as the senior escalation point for the Service Desk, resolving complex, ambiguous, and high-visibility incidents that other representatives cannot close.
• Lead end-to-end troubleshooting for hardware, operating system, application, network, and access issues for remote users, including direct support of senior leadership.
• Focus on determining root cause and implementing permanent fixes through automation, policy, configuration, and documentation.
• Partner with Platform Engineering, Security, and application teams when issues cross team boundaries, including accurate technical detail and impact assessment.
• Maintain accurate, well-documented ticket records to support trend analysis, audit evidence, and clean handoffs.

Key responsibilities

• Administer Microsoft Intune, including configuration profiles, compliance policies, application packaging and deployment, and Windows Autopilot provisioning.
• Administer macOS devices through Intune, covering enrollment, configuration profiles, compliance policies, and troubleshooting to maintain parity with Windows.
• Administer the endpoint patching program, including update rings, deployment schedules, exception handling, and remediation for failed devices.
• Track and remediate endpoint vulnerabilities in coordination with Security, and report patch compliance against defined targets.
• Manage endpoint security tooling (antivirus, EDR, disk encryption, device health attestation) and validate devices meet policy requirements before users reach them.
• Coordinate endpoint hardware lifecycle and asset management, including procurement, imaging, deployment, refresh planning, inventory, and secure decommissioning.
• Administer Microsoft 365 across Exchange Online, Teams, SharePoint, and OneDrive, including mail flow, retention, external sharing controls, and service health monitoring.
• Execute onboarding and offboarding tasks by creating and deactivating user accounts, ensuring access is provisioned correctly on day one and fully revoked on departure day.
• Monitor license consumption across platforms and identify right-sizing opportunities that reduce spend without disrupting users.
• Administer the enterprise AI platform, including user provisioning and seat allocations.
• Provide first-line enablement for employees adopting AI tooling, including onboarding sessions, documentation, and day-to-day guidance.
• Support Service Desk Representatives I and II by sharing knowledge, modeling troubleshooting methods, and improving the quality of escalations.
• Maintain the knowledge base for supported platforms so resolved issues do not repeat from scratch.
• Build and maintain scripting and automation, primarily PowerShell and Microsoft Graph, to reduce manual, repetitive work.
• Analyze ticket trends and propose measurable improvements to self-service, deflection, and first-contact resolution.
• Help evidence HITRUST and SOC 2 controls, including access reviews, change documentation, and audit requests.
• Carry out approved changes to production systems under the direction of the Enterprise Technology Manager.

Requirements

• High School diploma or GED required; a technical degree or certification (Microsoft 365 Certified: Endpoint Administrator, Identity and Access Administrator, or ITIL) preferred.
• Typically 3 to 5 years of related IT support experience with escalation-level responsibility.
• Hands-on administration experience with Microsoft Intune, including policy authoring, application deployment, and Autopilot provisioning.
• Hands-on administration experience with Microsoft 365 and Microsoft Entra ID (identity lifecycle, group and license management, MFA).
• Demonstrated experience supporting a patching or endpoint compliance program.
• Scripting and automation ability using PowerShell and Microsoft Graph, with a bias toward eliminating repetitive work.
• Expert-level Windows troubleshooting and hands-on macOS administration in an MDM environment (Intune preferred), plus working MDM knowledge.
• Solid networking fundamentals (DNS, DHCP, VPN, Wi-Fi) for a distributed remote workforce.
• Clear written and verbal communication and the ability to work directly with senior leadership.
• Sound independent judgment regarding risk, urgency, and when to escalate.
• Experience supporting a regulated or healthcare environment, with familiarity with HITRUST, SOC 2, or HIPAA control expectations strongly preferred.
• Experience administering enterprise AI or other emerging technology platforms is a plus.

Technologies

• Microsoft Intune, Windows Autopilot, macOS
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• PowerShell, Microsoft Graph
• Microsoft Entra ID (Azure AD), conditional access, MFA
• HITRUST, SOC 2, HIPAA
• Antivirus, EDR, disk encryption, device health attestation
• Windows 11, Windows, MDM
• DNS, DHCP, VPN, Wi-Fi
• Enterprise AI platform, SSO-integrated SaaS applications
• Enterprise service management and ticketing platforms

Location and salary

• Location: Pittsburgh, PA (remote)
• Salary range: USD $25.00 to $31.25 per hour

Benefits

• Work-from-anywhere environment
• Unlimited PTO
• ComprehensiveBenefitsPackage
• EmployeeResourceGroups
• CasualDressCode
• PrioritizedEmployeeWellness
• DiversityAndInclusion
• Avoice
• NewHireSupport
• CareerDevelopment
• EducationalAssistance
• EmployeeReferralBonus
• ProgressiveParentalLeave

Net Health notes that this job description is not all-inclusive and employees may perform other related duties as requested to meet organizational needs.

AI-assisted candidate screening policy

Net Health maintains a zero-tolerance policy for the use of AI tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. The company uses advanced screening methods to detect such practices and reserves the right to disqualify and report candidates who violate this policy.