Senior Help Desk Technician

Senior Help Desk Technician role at Surepoint Medical Centers in Mansfield, TX (onsite) with an hourly rate of USD 22–25.

Responsibilities

• Deliver Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and fix hardware, software, network, and application issues.
• Administer and support Windows operating systems, Microsoft 365, and Active Directory environments.
• Conduct system installations, upgrades, patches, and routine maintenance.
• Assist with VPN, remote access, and cybersecurity related challenges.
• Address and close service tickets within established SLAs.
• Escalate critical incidents as needed and coordinate cross-team resolution efforts.
• Document troubleshooting steps, resolutions, and contribute to knowledge base articles.
• Monitor ticket queues and ensure timely follow-up with users.
• Support server administration and ongoing system maintenance.
• Assist with user account provisioning, access permissions, and group management.
• Troubleshoot network connectivity issues involving switches, wireless access points, and firewalls.
• Participate in disaster recovery and business continuity activities.
• Serve as an escalation resource for Help Desk staff.
• Provide training and mentorship to junior support personnel.
• Help develop support procedures and best practices.
• Participate in IT projects and technology deployments.

Requirements

• Bachelor's degree in information technology, computer science, or a related field, or equivalent experience.
• Minimum five years of Help Desk or Desktop Support experience.
• Experience with Windows 10 and Windows 11.
• Proficiency with Microsoft 365 services.
• Active Directory experience.
• Azure Active Directory / Entra ID experience.
• Knowledge of AWS.
• TCP/IP networking proficiency.
• VPN technologies experience.
• Experience with endpoint management tools.
• Familiarity with ServiceNow and Zendesk.
• Experience with Wrike and Fresh service.

Technologies

• Windows 10/11
• Microsoft 365
• Active Directory
• Azure AD / Entra ID
• AWS
• TCP/IP Networking
• VPN Technologies
• Endpoint Management Tools
• ServiceNow
• Zendesk
• Wrike
• Fresh service
• Microsoft Intune
• Azure
• VMware
• SharePoint
• PowerShell scripting

Preferred Qualifications

• Experience supporting cloud environments.
• Hands-on experience with Microsoft Intune, Azure, AWS, VMware, SharePoint, and PowerShell scripting.
• Knowledge of cybersecurity best practices.
• Experience working in a healthcare setting.

Certifications Preferred

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Key Competencies

• Excellent customer service and communication skills
• Problem solving and analytical thinking
• Time management and prioritization
• Technical troubleshooting expertise
• Leadership and mentoring abilities
• Documentation and process improvement