[Hiring] IT Service Desk Representative III @Net Health

Role Description

Net Health is looking for a Level III IT Service Desk Representative to serve as the technical anchor of our internal client experience. This role goes well beyond ticket triage. The IT Service Desk owns and operates nearly every technology platform Net Health employees depend on to do their jobs, including:

• Endpoint management
• Identity and access
• Microsoft 365
• Device patching
• Enterprise AI environment

As the highest level of technical escalation on the Service Desk, this person carries out approved changes to production systems under the direction of the Enterprise Technology Manager. Reliability, sound judgment, and a security-conscious mindset matter in everything we do.

Responsibilities and Duties

• Escalation and Technical Support
  • Serve as the senior escalation point for the Service Desk, handling complex, ambiguous, and high-visibility issues.
  • Drive end-to-end resolution of hardware, operating system, application, network, and access issues for a fully remote workforce.
  • Determine root cause rather than simply restoring service, driving permanent fixes through automation, policy, configuration, or documentation.
  • Partner with Platform Engineering, Security, and application teams on cross-team issues.
  • Maintain accurate, well-documented ticket records for trend analysis and audit evidence.
• Endpoint and Device Management
  • Administer Microsoft Intune, including configuration profiles, compliance policies, application packaging and deployment, and Windows Autopilot provisioning.
  • Administer macOS devices through Intune, maintaining parity with Windows.
  • Administer the endpoint patching program, including update rings and remediation of failed devices.
  • Track and remediate endpoint vulnerabilities in coordination with the Security team.
  • Manage endpoint security tooling, validating that devices meet policy before reaching a user.
  • Coordinate hardware lifecycle and asset management.
• Identity, Microsoft 365, and SaaS Administration
  • Administer Microsoft 365 across Exchange Online, Teams, SharePoint, and OneDrive.
  • Execute onboarding and offboarding with precision and speed.
  • Monitor license consumption across platforms and surface right-sizing opportunities.
• Enterprise AI Environment
  • Administer the enterprise AI platform, including user provisioning and seat allocations.
  • Serve as the first line of enablement for employees adopting AI tooling.
• Service Quality, Automation, and Technical Leadership
  • Support Service Desk Representatives I and II by sharing knowledge and modeling sound troubleshooting methods.
  • Maintain the knowledge base for supported platforms.
  • Build and maintain scripting and automation, primarily PowerShell and Microsoft Graph.
  • Analyze ticket trends and propose measurable improvements.
  • Follow and help evidence HITRUST and SOC 2 controls.

Qualifications

• High School diploma or GED required; a technical degree or certification preferred.
• Typically requires 3 to 5 years of related IT support experience with escalation-level responsibility.
• Hands-on administration experience with Microsoft Intune.
• Hands-on administration experience with Microsoft 365 and Entra ID.
• Demonstrated experience supporting a patching or endpoint compliance program.
• Scripting and automation ability (PowerShell, Microsoft Graph).
• Expert-level Windows troubleshooting and hands-on macOS administration.
• Solid networking fundamentals for a distributed remote workforce.
• Clear written and verbal communication skills.
• Sound independent judgment regarding risk and urgency.
• Experience supporting a regulated or healthcare environment is strongly preferred.
• Experience administering enterprise AI or other emerging technology platforms is a plus.

Requirements

• Windows 11 and Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.
• Microsoft Intune and Windows Autopilot.
• Microsoft Entra ID (Azure AD), including conditional access and MFA administration.
• PowerShell and Microsoft Graph.
• Endpoint security, patch management, and asset management tooling.
• Enterprise service management and ticketing platforms.
• Enterprise AI platforms and SSO-integrated SaaS applications.

Benefits

• Work from anywhere
• Unlimited PTO
• Comprehensive benefits package
• Employee resource groups
• Casual dress code
• Prioritized employee wellness
• Diversity and inclusion initiatives
• New hire support
• Career development opportunities
• Educational assistance
• Employee referral bonus
• Progressive parental leave

Company Description

Net Health is a high-growth and profitable company that helps caregivers harness data for human health. We offer a welcoming and collaborative culture paired with progressive benefits, making Net Health the ultimate career home.