Senior Help Desk Technician – Escalation Lead (Windows/Mac)

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

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.