Sr. Helpdesk Specialist
HALO Precision Diagnostics
Summary
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.
Job description
Key Responsibilities
- Resolve escalated hardware, software, access, and network issues, perform root-cause analysis, and escalate to IT leadership with clear documentation when needed.
- Own queue health and the response and resolution targets for assigned tickets, including urgent-ticket SLAs, and identify recurring issues for process improvement.
- Provide remote support to users through TeamViewer.
- Manage on-premises Active Directory servers, including user and group management, group policy, and access permissions, and keep them aligned with Entra ID.
- Administer mailboxes, shared mailboxes, distribution lists, mail flow, licensing, and tenant settings in Microsoft 365 and Exchange Online.
- Manage Entra ID accounts, multi-factor authentication, conditional access, and application access.
- Deploy, configure, and manage devices through Microsoft Intune, including compliance and configuration policies, app deployment, and device enrollment.
- Configure, troubleshoot, and maintain Wi-Fi networks and related connectivity, including VPN.
- Handle the procurement, configuration, shipping, and tracking of hardware for new hires.
- Ensure new hires are ready on day one, and securely disable accounts and recover equipment at offboarding.
- Support patching, device compliance, access reviews, and the IT documentation required for audits.
- Train and guide junior specialists and interns, and maintain procedures and knowledge base articles.
- Track and update IT equipment and software inventory.
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.
- 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.
Requirements
- 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
- 5 or more years of experience in IT support or systems administration, including managing Active Directory and Microsoft 365 in a multi-site environment
- Applicants must be authorized to work for ANY employer in the U.S.
Company overview
HALO Precision Diagnostics is a pioneering healthcare company dedicated to transforming patient outcomes through early disease detection using precision diagnostics. Founded in 2016 and headquartered in Menlo Park, California, the company has developed an innovative diagnostic platform that integrates advanced imaging technologies, genomics, non-invasive liquid biomarkers, and community-based data analytics with deep learning algorithms. This comprehensive approach enables HALO to provide rapid, precise, and actionable diagnostic results that facilitate life-changing treatments for patients facing serious health conditions. The company specializes in early detection of leading causes of death, with particular focus on prostate cancer, breast cancer, dementia, heart disease, and lung disease. HALO's diagnostic ensemble includes state-of-the-art imaging modalities such as MRI, CT scans, PET scans, and specialized interventional radiology techniques. Their platform combines these imaging solutions with genetic testing and biomarker analysis to create personalized diagnostic profiles for each patient. With a team of world-class medical professionals, technology experts, and business leaders, HALO is positioned to set new standards in precision medicine by offering integrated diagnostic and therapeutic solutions under one roof, ultimately aiming to save lives through early intervention and personalized care.