Service Desk Agent

Wakerad; Raleigh (NC); On-site; USD 50,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with profit sharing

Paid time off and holidays

Education and development

Career advancement opportunities

Job summary

Wake Radiology seeks an IT Support Technician to serve as the primary helpdesk contact for employees, radiologists, contractors, and consultants. You will troubleshoot hardware, software, and network issues and manage user accounts and access in AD/Entra ID.

You will deploy and maintain devices with Intune/Autopilot/SCCM/MECM, support Microsoft 365 apps, and provide remote and on-site assistance. Occasional after-hours on-call and travel between local offices are required.

Qualifications

• Bachelor's degree in IT or CS or 4+ years of experience.
• 3+ years in IT support or helpdesk role.
• Experience with AD, Entra ID, Intune/MDM, and endpoint deployment tools.
• Experience with Windows, iOS, Android, printers and peripherals.
• CompTIA A+, Network+ or similar preferred.

Responsibilities

• Serve as the primary point of contact for technical support to employees, radiologists, contractors, and consultants.
• Troubleshoot and resolve hardware, software, network, and access issues.
• Manage user accounts, password resets, MFA, and permissions in AD/Entra ID.
• Support device configuration, deployment, maintenance, updates, and endpoint management using Intune, Autopilot, and SCCM/MECM.
• Provide technical support for Microsoft 365 apps (Outlook, Exchange Online, Teams, SharePoint, OneDrive).
• Troubleshoot network connectivity, VPN, Wi-Fi, printers, scanners, mobile devices, and IT peripherals.
• Deliver remote support via phone, email, Teams, and screen-sharing tools.
• Document requests, steps, and resolutions in the helpdesk system.
• Collaborate with IT peers to resolve complex issues.
• Stay current on tech trends to improve service delivery.
• Participate in on-call rotation for after-hours support for Radiologists.
• Travel occasionally between office locations using company vehicle.

Skills

Customer service

Communication

Troubleshooting

Problem solving

Detail oriented

Independent work

Team collaboration

Prioritization

Education

Bachelor's degree in IT/CS or 4+ years experience

3+ years IT support

Tools

Active Directory

Entra ID

Intune/MDM

SCCM/MECM

Microsoft 365

Networking fundamentals

Printers/Peripherals

Job description

Key Responsibilities

Serve as the primary point of contact for technical support, providing prompt and professional assistance to employees, Radiologists, contractors, and consultants.

Troubleshoot and resolve hardware, software, network connectivity, and user access issues.

Manage user accounts, password resets, multifactor authentication (MFA), and permissions within Active Directory and Entra ID (Azure AD).

Support device configuration, deployment, maintenance, updates, and endpoint management using tools such as Microsoft Intune, Autopilot, and SCCM/MECM.

Provide technical support for Microsoft 365 applications, including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.

Troubleshoot network connectivity, VPN, Wi-Fi, printers, scanners, mobile devices, and other IT peripherals.

Deliver remote technical support through phone, email, Teams, and screen-sharing tools.

Document service requests, troubleshooting steps, and resolutions in the helpdesk ticketing system.

Collaborate with IT team members and higher-level support to resolve complex or critical issues.

Stay current on technology trends and best practices to improve service delivery.

Participate in an on-call rotation to provide after-hours technical support for Radiologists.

Travel occasionally between office locations using a company vehicle as needed.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or four or more years of relevant experience.

At least three years of experience in IT support or a technical service desk role.

Working knowledge of Active Directory, Entra ID, Microsoft Intune/MDM, and endpoint deployment tools.

Familiarity with Microsoft 365 administration, networking fundamentals, and remote troubleshooting.

Experience supporting Windows computers, iOS and Android devices, printers, and related peripherals.

CompTIA A+, Network+, or other relevant technical certifications preferred.

Skills for Success

Excellent customer service, communication, and interpersonal skills.

Strong analytical, troubleshooting, and problem-solving abilities.

Exceptional attention to detail and commitment to quality.

Ability to work independently and collaborate effectively with a team.

Strong organizational skills and the ability to prioritize multiple requests.

Self-motivated, adaptable, and able to manage changing priorities.

Ability to remain professional and composed in a fast-paced environment.

This is a full-time, on-site position from 8a-4:30p involving extensive phone, email, and helpdesk ticket support. Participation in an after-hours on-call rotation is required. Occasional travel between office locations and the ability to lift items weighing less than 20 pounds may be necessary.

What We Offer

Comprehensive medical, dental, and vision insurance

401(k) retirement plan with profit sharing

Generous paid time off and paid holidays

Continuing education and professional development opportunities

Career advancement opportunities within a growing organization

A collaborative, patient-focused work environment supported by state-of-the-art technology

Join Our Team!

At Wake Radiology, we are committed to providing exceptional patient care through innovation, teamwork, and operational excellence. Join a team where your technical expertise makes a difference every day in supporting the people who deliver outstanding imaging services to our community.