Sr. Helpdesk Specialist

The Sr. Helpdesk Specialist is the technical lead for day-to-day IT support and the escalation point for Level I and junior staff. The role combines advanced helpdesk work with hands-on administration of Active Directory, Microsoft 365, Entra ID, Exchange Online, and Microsoft Intune. You will own ticket queues and service level targets, manage hardware setup, and mentor junior team members. Occasional travel may be required for onsite support.

Key Responsibilities

• Escalation and Advanced Support: Resolve escalated hardware, software, access, and network issues, perform root-cause analysis, and escalate to IT leadership with clear documentation when needed.

• Ticket and SLA Ownership: Own queue health and the response and resolution targets for assigned tickets, including urgent-ticket SLAs, and identify recurring issues for process improvement.

• Remote Support: Provide remote support to users through TeamViewer.

• Active Directory Administration: Manage on-premises Active Directory servers, including user and group management, group policy, and access permissions, and keep them aligned with Entra ID.

• Microsoft 365 and Exchange Online: Administer mailboxes, shared mailboxes, distribution lists, mail flow, licensing, and tenant settings.

• Identity and Access: Manage Entra ID accounts, multi-factor authentication, conditional access, and application access.

• Endpoint Management: Deploy, configure, and manage devices through Microsoft Intune, including compliance and configuration policies, app deployment, and device enrollment.

• Wireless and Network Support: Configure, troubleshoot, and maintain Wi-Fi networks and related connectivity, including VPN.

• Hardware Procurement and Setup: Handle the procurement, configuration, shipping, and tracking of hardware for new hires.

• User Lifecycle Management: Make sure new hires are ready on day one, and securely disable accounts and recover equipment at offboarding.

• Security and Audit Support: Support patching, device compliance, access reviews, and the IT documentation required for audits.

• Mentoring and Documentation: Train and guide junior specialists and interns, and maintain procedures and knowledge base articles.

• Asset Management: Track and update IT equipment and software inventory.

Qualifications

Skills and Qualifications

• Hands-on experience administering on-premises Active Directory servers.

• Strong experience with Microsoft 365, including Exchange Online administration.

• Experience with Microsoft Entra ID, including MFA, conditional access, and application access.

• Experience with Microsoft Intune, including device enrollment, compliance and configuration policies, and app deployment.

• Hands-on experience with TeamViewer for remote support.

• Experience configuring and troubleshooting wireless networks, with a solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

• Working knowledge of Windows and macOS and hardware troubleshooting.

• Security awareness, including careful handling of sensitive and health information.

• Experience with ticketing systems (such as Jira Service Management) and managing to SLAs.

• Strong communication skills, and the ability to mentor others and manage multiple priorities.

• Plus: Experience with PowerShell scripting.

• Plus: Experience with AWS and/or GCP.

Education and Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent hands-on experience.

• 5 or more years of experience in IT support or systems administration, including managing Active Directory and Microsoft 365 in a multi-site environment.

• Relevant certifications are advantageous, such as Microsoft 365 Administrator, Identity and Access Administrator, CompTIA A+ or Network+, or ITIL Foundation.

About HALO Precision Diagnostics

HALO Precision Diagnostics is committed to transforming healthcare through early detection, advanced diagnostics, and personalized care.

Our multidisciplinary teams provide specialized services across areas including Vascular and Interventional Radiology, Orthopedic and Sports Medicine, Neuroradiology, and Whole-Body Imaging.

By combining advanced technology with highly specialized clinical expertise, HALO helps patients and providers make informed decisions earlier - when it can make the greatest difference.

Equal Employment Opportunity

HALO Precision Diagnostics is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants and do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

Reasonable Accommodation / ADA

HALO Precision Diagnostics is committed to complying with the Americans with Disabilities Act (ADA) and applicable state and local laws. We provide reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. If you need a reasonable accommodation to apply for this position or perform the essential functions of the role, please notify Human Resources.

Employment Relationship

Employment with HALO Precision Diagnostics is at-will, meaning either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable law.

Applicants must be authorized to work for ANY employer in the U.S. HALO Precision Diagnostics is unable to sponsor or take over sponsorship of an employment visa at this time.

Ready to Make an Impact?

Join HALO Precision Diagnostics and help us transform healthcare through early detection, innovative diagnostics, and compassionate patient care.

Your work could help give patients answers sooner - and that's work worth doing.