IT Help Desk Associate

Radiant Health is looking for a Help Desk Associate (Tier 2) with strong experience in Windows, Azure AD, and network administration to provide advanced technical support. This role involves troubleshooting complex issues, maintaining network equipment, managing user accounts, and providing guidance to Tier 1 staff. The ideal candidate is detail-oriented, self-driven, and committed to delivering high-quality, responsive support in a collaborative environment.

• Associate’s degree or Bachelor’s degree in Information Systems, Computer Science, or related IT field preferred, or equivalent professional experience.
• 3-5 years of help desk or IT support experience, specifically in Microsoft 365, Azure AD, and Windows environments.
• Experience managing user accounts, email, SharePoint, Teams, and permissions.
• Experience troubleshooting networking hardware, preferably Ubiquiti Unifi.
• Working knowledge of scripting languages. (PowerShell beneficial)
• Demonstrated passion and curiosity for technology and enthusiasm for continuous learning.
  
  

Essential Functions Of The Job

• Provide Tier 2 help desk support, resolving complex hardware, software, and network issues.
• Assist in administering and maintaining network systems, including switches, access points, and basic firewall troubleshooting.
• Monitor network performance and security; perform routine maintenance and updates.
• Collaborate with internal teams on infrastructure improvements and projects.
• Assist with Azure Active Directory management, including user identities and permissions.
• Manage M365 services such as Exchange Online, SharePoint, Teams, and OneDrive.
• Coordinate with vendors for hardware warranty support and repairs.
• Participate in disaster recovery planning and backup management.
• Document and share technical knowledge; mentor Tier 1 staff.
  
  

KEY PERFORMANCE INDICATORS

Ticket Response: Average Time to First Response, Goal: Ticket Response: Average Time to Resolution, Goal:

Business critical software applications will maintain an uptime of greater than 95% during normal business working hours, measured annually.

Computer workstations will be repaired or replaced within 4 business hours of examination 80% of the time, and within 8 business hours 90% of the time.

100% of required trainings will be completed within specified time frames.

Knowledge, Skills, Abilities

• Proficient technical skills in troubleshooting, configuring, and maintaining Windows environments and Azure AD.
• Solid understanding of Microsoft Intune/Endpoint for mobile device and workstation management.
• Familiarity and experience troubleshooting network equipment (preferably Ubiquiti Unifi).
• Effective written and verbal communication skills for technical documentation and user interactions.
• Ability to work independently, prioritize tasks effectively, and manage multiple responsibilities simultaneously.
• Comfortable interfacing with vendors for equipment support and warranty service.
• Demonstrated curiosity and eagerness to continually learn and adopt new technologies.
• Experience or understanding of compliance considerations including HIPAA, PCI, and privacy.