Service Desk Agent

Wake Radiology UNC REX Healthcare; Raleigh (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with profit sharing

Paid time off & holidays

Continuing education

Career advancement

Collaborative team environment

Job summary

Wake Radiology UNC REX Healthcare is seeking an IT Support Specialist to serve as the first point of contact for employees, radiologists, contractors, and consultants, delivering prompt technical assistance onsite. You will troubleshoot hardware, software, and network issues, manage AD/Entra ID, and support Microsoft 365 apps across Windows, iOS, and Android devices.

This full-time, on-site role includes after-hours on-call rotations and occasional travel between offices.

Qualifications

• Bachelor's degree or 4+ years in IT support.
• 3+ years in IT support or service desk.
• Knowledge of AD, Entra ID, Intune/MDM, endpoint tools.
• Familiar with Microsoft 365 admin, networking, remote troubleshooting.
• Experience supporting Windows, iOS, Android, printers, peripherals.
• CompTIA A+, Network+ or similar certs preferred.

Responsibilities

• Serve as the primary contact for technical support for staff and clinicians.
• Troubleshoot hardware, software, network, and access issues.
• Manage AD/Entra ID accounts, passwords, MFA, and permissions.
• Support device config and endpoint management with Intune/Autopilot/SCCM.
• Provide support for Microsoft 365 apps (Outlook, Exchange Online, Teams).
• Troubleshoot VPN, Wi‑Fi, printers, scanners, and mobile devices.
• Deliver remote support via phone, email, Teams, and screen share.
• Document requests and resolutions in the ticketing system; assist on complex issues.

Skills

Customer service

Communication

Analytical thinking

Troubleshooting

Detail-oriented

Teamwork

Organization

Adaptability

Time management

Professional conduct

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Four+ years of relevant IT experience

Tools

Active Directory

Entra ID / Azure AD

Microsoft Intune

MDM

Microsoft 365 Admin

Endpoint deployment tools

Networking fundamentals

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.