Senior Help Desk Technician

Role Overview

• Provides advanced technical support for hardware, software applications, operating systems, and networking issues, with a strong focus on customer service and efficient problem resolution.
• Serves as an escalation point for complex service requests and incidents that cannot be resolved at the first level.
• Diagnosing and resolving advanced technical issues across multiple platforms and environments, including computers, servers, peripherals, and network components.
• Acts as a technical lead for escalated support cases, ensuring timely resolution and root cause.
• Collaborates with Tier 1 technicians to provide guidance, mentoring, and knowledge sharing.
• Documents solutions and contributes to the knowledge base to improve team efficiency and reduce repeat incidents.
• Coordinates with other Technology teams (e.g., infrastructure, clinical application support, Security) to resolve cross-functional issues.
• Meets or exceeds required Service Level Agreements for issue resolution
• Participates in After-Hours On-Call Rotation
• Strict adherence to all IT Policies and Procedures (including HIPAA, PCI Compliance, and Hi Trust)

Requirements

• Associate's Degree in Information Technology and a minimum of 5 years’ experience in technical support, help desk operations, IT service management, or equivalent combination of education and experience.
• Familiarity with incident tracking systems and ticketing platforms (e.g., Freshservice, ADO, or Jira).
• Proven ability to troubleshoot hardware, software, and network issues in a corporate or enterprise environment.
• CompTIA A + and or Network +
• Preferred.
• Background in ITIL practices – especially incident management
• Industry experiences supporting a healthcare environment
• Experience training or mentoring junior IT staff
• Experience working in a customer-facing role, providing technical assistance and resolving user issues.
• Demonstrates strong organizational skills with the ability to manage multiple high-priority tasks under pressure while maintaining service level agreements and response times.
• Works independently with minimal supervision, while also contributing effectively to team-based troubleshooting and knowledge sharing.
• Communicates technical concepts clearly and professionally across all levels of the organization, both verbally and in writing, including documentation and user guidance.
• Accurately distinguishes between Tier 1 and Tier 2 issues, applying sound judgment to escalate appropriately and ensure timely resolution of complex incidents.
• Self-driven to explore new technologies, tools, and methodologies that enhance support capabilities and align with evolving business needs.

Tech Stack

• ITSM

Benefits

• FREE Marathon Health services for you and your family, which provides unlimited, free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care for you and your family so that our teammates can do their best work and build better healthcare
• Comprehensive Health & Wellness Benefits: Choice of 2 medical plans, 2 dental plans, and vision coverage, unlimited free mental health benefits and EAP resources, Rewards for challenges and healthy lifestyle activities
• Family Friendly & Reproductive Health Benefits: Family-building and hormonal health benefits and paid parental leave
• Time-Based Benefits: Generous PTO or FTO, Paid Holidays + A Day for What Matters
• Financial Support: Company paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, 401(k) with employer match and graded vesting
• Continuing Medical Education (CME) for maintaining and strengthening the knowledge, skills, and expertise of our health center teammates, as applicable