[Hiring] Helpdesk Technician III @PROTOCALL SERVICES INC.

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

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

Qualifications

• 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 individual

Requirements

• Preferred Certifications (not required, but strongly encouraged):
• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent
• ITIL Foundation certification