[Hiring] Senior Help Desk Technician @ComPsych Corporation

Role Description

At ComPsych, we're evolving our traditional help desk into a modern, AI-enabled Enterprise Technology Services team. AI and automation aren't a productivity add-on; they're how we deliver it: we deflect, we self-serve, we automate the repetitive, and we reserve human expertise for the problems that genuinely need it.

This isn't a role for someone who just triages tickets. It's for a senior technician who resolves the problems, builds the automations and knowledge that keep others from having to, and can show the front line got faster and the volume went down. Our platform carries behavioral health data for millions of members, so reliability and security are non-negotiable and are not a tax on speed. Our value isn't the tickets we close; it's the friction we remove for the employees we support.

Responsibilities

• Own the hard tickets and the health of the front line, from the device in someone's hands to how quickly and cleanly their issue gets resolved.
• Resolve the escalations others can't.
• Handle hardware, software, and procedural issues for internal and external customers over the phone, in person, and through remote connectivity, at Tier 2 / Tier 3 depth.
• Own the end-user device lifecycle.
• Deploy, maintain, and upgrade desktops, laptops, mobile thin clients, and peripherals across Windows and Mac.
• Create, deploy, and maintain standardized images, moving toward zero-touch provisioning where possible.
• Handle identity, access, and connectivity support.
• Manage file, folder, and account permissions, password resets/unlocks with security-appropriate verification, and network, VPN, and remote-desktop issues across diverse environments.
• Investigate and document root cause.
• Reduce toil with automation and self-service.
• Set the standard for the team.
• Mentor junior technicians, complete inter-office device moves, foster a collaborative environment, and participate in the weekly after-hours on-call rotation.

Qualifications

• You resolve the tickets others escalate, and you make sure they don't come back, going to root cause instead of the quick fix.
• Hands-on experience across the Windows and Mac end-user stack: Windows 11, Microsoft 365, macOS, desktops/laptops/thin clients, imaging, peripherals, and remote-support tooling.
• Knowledge of identity, access, and connectivity support: permissions, password/account management, VPN, and remote desktop in diverse networking environments.
• Experience with ITSM tooling and reducing toil, not just closing tickets: experience with ManageEngine ServiceDesk Plus or other ITSM solutions like JSM.
• Ability to build the automations, images, and knowledge that push volume toward self-service.
• Use of Agentic AI tools to diagnose and document faster and help the team adopt them.
• Clear communication skills and ability to thrive under pressure with minimal supervision.

Requirements

• Bachelor's degree in Computer Science or a related field.
• 7–10 years of relevant help desk / end-user support experience, with a stable work history.
• This is an international remote role, with follow-the-sun support for international offices and off-hours coverage for the US-based teams in the Chicago office.

Benefits

• The pay range for this position is ₱1,423,585 - ₱1,980,641 PHP per year.
• Compensation will be determined in accordance with applicable local market rates and legal requirements.
• We are an equal opportunity employer committed to fair, transparent, and merit-based employment practices.
• All qualified applicants will receive consideration for employment without regard to any characteristic protected under applicable law.
• We are committed to providing an inclusive and accessible recruitment process.