Senior Help Desk

Diverge IT; Plano (TX); On-site; USD 44,000 - 47,000; Full time

Benefits offered by this job

401(k) with matching

Medical/Dental/Vision/Life Insurance

Paid Time Off

Certification Reimbursement

Job summary

DivergeIT is seeking a Senior Help Desk Technician to join the team on-site in Plano, TX. The role is full-time with a regular 10A-7P CST schedule, supporting Windows and macOS environments for clients.

You will lead the escalation process, mentor junior staff, and manage incidents across cloud-based services like Microsoft 365 and Azure. Strong troubleshooting and collaboration skills are essential.

Qualifications

• 5+ years IT technical support in Windows and macOS environments.
• Experience with Microsoft Intune, Microsoft 365, and Azure.
• Strong knowledge of Office 365 suite and endpoint management.

Responsibilities

• Serve as senior escalation point for a technicians team.
• Provide remote support to clients with Windows and Apple environments.
• Troubleshoot cloud-based network issues, email, printers, and user permissions.

Skills

Troubleshooting

Remote support

Team leadership

Customer service

Technical mentoring

Education

Bachelor’s degree in IT / CS

Tools

Intune (Endpoint Manager)

Microsoft 365

Azure

Office 365

Windows 10/11

Job description

About the job

Position: 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.