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

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.

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.

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.

Senior Help Desk Technician

Job Description