Senior Help Desk

DivergeIT, Inc.; Plano (TX); On-site; USD 44,000 - 47,000; Full time

Benefits offered by this job

401(k) with matching

Medical, Dental, Vision and Life Ins.

Paid Time Off

Certification Reimbursement

Job summary

DivergeIT, a Plano-based IT consulting firm, is seeking a Senior Help Desk Technician to lead a team and serve as the senior escalation point for Windows and Mac environments on-site in Plano. The role requires strong expertise in Microsoft 365, Intune, Azure, and Office applications.

You will support clients remotely when needed, handle complex issues, and mentor technicians while ensuring high service levels, with competitive benefits and opportunities for certifications.

Qualifications

• 5+ years IT support experience in Windows and Mac environments.
• 5+ years in Microsoft Intune, Microsoft 365, and Azure.
• Strong troubleshooting of cloud-based networks and user issues.
• Bachelor’s degree preferred; combination with experience considered.

Responsibilities

• Senior escalation point for a team of technicians with varied skills.
• Provide remote support for Windows and macOS clients and environments.
• Troubleshoot network, email, printers, and account permissions issues.
• Maintain Microsoft 365, Intune, and Azure administration and governance.

Skills

Windows & Mac Environments

Remote Support

Escalation Management

Troubleshooting

Cloud Networking

Education

Bachelor's degree in IT/CS or related

Tools

Intune

Microsoft 365

Azure

Office 365

Job description

About the job

Senior Help Desk Technician

Job Type

Full-time

Schedule

10A-7P CST Monday - Friday

Work Location

On-site Plano, Tx

Pay Range

$32 - $34 per hour

About Us

At DivergeIT, we’re recognized for our innovative approach to IT consulting and managed services. We help organizations navigate digital transformation by delivering tailored technology strategies that drive business growth. We’re seeking a highly skilled and motivated Senior Help Desk Technician to join our dynamic team and further our commitment to excellence.

Why Join DivergeIT?

At DivergeIT, we offer a collaborative and innovative work environment where your expertise will be valued, and your contributions will make a tangible impact. We are committed to supporting your professional growth through continuous learning opportunities and certifications.

Position Overview

The ideal candidate will be the senior escalation point for a team of technicians of varied skillsets and experience. These technicians provide remote support to clients who possess both Windows and Apple environments.

The ideal candidate must demonstrate current knowledge of Microsoft Windows 10/11, Office products, Microsoft 365 (Admin portal), Azure (Entra), Intune (Endpoint Manager), and MACs up to Catalina (v15). The Senior Technician must also be fully versed in the Office 365 suite of products to include Outlook, SharePoint, and Teams setup on both PCs, MACs and mobile devices.

You must have a solid foundation in troubleshooting Cloud-based network technologies across multiple client environments, user desktop issues concerning network connectivity, email, printers, and user account permissions.

Experience

• 5+ years IT Technical Support in Windows and MAC Environments
• 5+ years Microsoft Intune
• 5+ years Microsoft 365
• 5+ years Azure
• Networking Support Experience
• Troubleshoot and diagnosing root cause of issues

Certifications (within the past 5 years)

• Windows MDAA - Modern Desktop Administrator Associate
• Apple Certified Support Professional (ASCP)
• Apple Certified Associate - Mac Integration Basics

Education

• Bachelor’s degree in information technology, Computer Science, or a related field is preferred.
• A combination of education and experience will also be considered.

Benefits (Once Eligible)

• 401(k) with matching once eligible
• Medical, Dental, Vision and Life Insurance once eligible (ee contribution required)
• Paid Time Off
• Professional Development and Certification Reimbursement (with approval)

Join us at DivergeIT and become a part of a forward-thinking team that values your expertise and dedication. Your skills will help shape the future of our customers and your professional journey will continue to grow.