Senior Help Desk Lead — Remote IT Support & Mentoring

PhysNet; Jacksonville (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

PhysNet is seeking a Senior Help Desk professional for a fully remote, nationwide role. You will provide advanced technical and customer support to internal users and external stakeholders, triaging escalated tickets and guiding junior team members.

You will troubleshoot desktop, application, and network issues, maintain knowledge base articles, and collaborate with IT and operations to improve service quality and prevent recurrence. Healthcare knowledge is beneficial.

Qualifications

• Strong technical support and help desk experience, including mentoring junior staff.
• Proficient troubleshooting across desktops, office apps, and network issues.
• Excellent customer service with clear communication and empathy.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Serve as primary escalation point for Level 1-3 IT help desk support.
• Maintain IT infrastructure: operating systems, security tools, applications, and devices.
• Perform server administration: user management, permissions, and group policies.
• Manage lifecycle of IT assets: procurement, deployment, and disposal.
• Create end-user documentation and knowledge base articles.
• Assist with IT security initiatives and SOC 2 compliance activities.

Skills

Technical support

Help desk

Remote support tools

Ticketing systems

Clear communication

Mentoring junior staff

Healthcare industry knowledge

Education

IT degree or equivalent

Tools

Remote support tools

Ticketing systems

Documentation tools

Job description

PhysNet is seeking a Senior Help Desk professional for a fully remote, nationwide role. You will provide advanced technical and customer support to internal users and external stakeholders, triaging escalated tickets and guiding junior team members.

You will troubleshoot desktop, application, and network issues, maintain knowledge base articles, and collaborate with IT and operations to improve service quality and prevent recurrence. Healthcare knowledge is beneficial.