Job Description

The Helpdesk Technician III (HTIII) serves as the technical lead for the Helpdesk Team, providing advanced support, escalation management, mentorship, and limited hands-on infrastructure work. In addition to managing and resolving complex service requests, this role is responsible for endpoint design and management, supporting junior Helpdesk Technicians, and bridging operational responsibilities with infrastructure and systems administration.

This position reports to the Assistant IT Director and plays a key role in maintaining service excellence across Protocall's IT operations.

Typical Duties:
The HTIII's principal responsibility is to respond to and support Protocall's Helpdesk Ticketing processes, while also serving as a technical lead for escalations, infrastructure-adjacent tasks, and endpoint architecture.
Typical duties may include:
• Serve as the senior point of escalation for complex Helpdesk requests across hardware, software, or access-related issues
• Provide mentorship and technical guidance to Helpdesk Technicians I and II
• Design, implement, and maintain user endpoint strategies including imaging, device management, patching, security, and configuration standards
• Support provisioning and deprovisioning user accounts and access using Active Directory, Entra (Azure AD), Microsoft 365, as well as any other involved systems
• Collaborate with the Assistant IT Director on service improvement, process development, and implementation of new tools or systems
• Troubleshoot advanced technical issues related to workstations, remote connectivity, authentication, and endpoint performance
• Document processes, workflows, and troubleshooting guides for use by the Helpdesk team
• Support monitoring of endpoint performance and proactively address emerging technical issues
• Participate in implementation and testing of new software, tools, or updates
• Provide phone or remote IT support across Protocall's remote-first environment
• Set up and configure devices, software, and accounts for new users and employees
• Contribute to the administration of all IT-related systems and cloud-based platforms
• No need to view PHI or access Proteus as part of normal job duties. May have inadvertent access to PHI in the course of performing IT support and administration functions
• Perform other duties as requested

Additional Responsibilities
• Participate in IT Helpdesk on-call rotation (not to exceed 1 week in 4)
• Serve as a technical mentor and training lead across the Helpdesk team
• Act as Subject Matter Expert (SME) for endpoint management and 1-2 other agreed-upon areas of technical scope

• All skills required for Helpdesk Technician I and II
• Minimum of 2-4 years of experience in IT helpdesk, technical support, or desktop administration
• Proven aptitude to manage and complete technical projects independently
• Demonstrated leadership or mentorship experience within an IT support environment
• Strong understanding of modern endpoint management (e.g., MDM, imaging, patching, configuration tools)
• Working knowledge of Microsoft Active Directory, M365 administration, Windows OS, and basic network principles
• Ability to diagnose and resolve complex technical issues across diverse platforms
• Excellent written and verbal communication skills
• Strong documentation habits and process improvement mindset
• Endorsement of Assistant IT Director based on experience working with the individua

Preferred Certifications (not required, but strongly encouraged):

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent
• ITIL Foundation certification

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