About this role
Provide Level 3 (advanced) helpdesk support by troubleshooting and resolving escalated tickets involving complex hardware, software, and network issues. Support EHR software and healthcare-related technologies while performing remote diagnostics and system administration using Azure and Intune.
Key Responsibilities
- Troubleshoot and resolve escalated tickets from Level 1 and Level 2
- Support and maintain EHR software, medical equipment, and clinical review software
- Perform remote diagnostics and system administration using Azure and Intune
- Use ConnectWise to manage service requests and document resolutions
- Participate in on-call rotation and provide after-hours support
Technical Overview
Manages incidents and service requests using ConnectWise/PSA ticketing workflows, performing advanced troubleshooting across Windows Server, Active Directory, Group Policy, and networking (TCP/IP, DNS, DHCP, VPNs, firewall). Supports backup/disaster recovery and on-call rotation, with ongoing system monitoring and proactive issue identification.
Ideal Candidate
The ideal candidate is a senior Level 3 helpdesk engineer with 3+ years of experience resolving advanced hardware, software, and network issues. They have strong Windows Server, Active Directory, and Group Policy experience, along with Azure and Intune device management skills, and they’ve used ConnectWise or similar PSA/ticketing systems.
Must-Have Skills
Minimum 3 years of experience in a Level 3 helpdesk or senior technical support roleWindows Server environmentsActive DirectoryGroup Policy managementAzure cloud servicesIntune device managementNetworking concepts including TCP/IPDNSDHCPVPNsand firewall configurationsbackup solutionsdisaster recoveryand system restoration proceduresConnectWise or similar PSA/ticketing systemson-call rotation availability
Nice-to-Have Skills
Familiarity with EHR systems and healthcare technology environments preferred
Tools & Platforms
AzureIntuneConnectWiseActive DirectoryGroup Policy
Required Skills
level 3 helpdeskadvanced technical supportescalation resolutionwindows serveractive directorygroup policyazureintunetcp/ipdnsdhcpvpnsfirewallbackupdisaster recoveryconnectwiseehr softwaresystem administrationremote diagnosticson-call rotation
Hard Skills
advanced technical supportescalation resolutionticket troubleshootingcomplex hardware issue resolutioncomplex software issue resolutioncomplex network issue resolutionEHR software support and maintenancemedical equipment supportclinical review software supportremote diagnosticssystem administrationAzureIntunenetworking toolsnetworking conceptsTCP/IPDNSDHCPVPNsfirewall configurationsbackup solutionsdisaster recoverysystem restoration proceduresConnectWisePSA/ticketing systemssystem monitoringsystem maintenanceproactive issue identificationdocumentation of complex issueson-call rotation support
Soft Skills
mentorshiptechnical guidancecommunication skillsexplain technical concepts to non-technical usersanalytical problem-solvingability to work independentlycustomer service orientedability to manage multiple prioritiescollaboration with project engineering teamtime management
Keywords for Your Resume
Senior Help Desk TechnicianLevel 3 Helpdesk EngineerLevel 3 helpdesksenior technical supportremote diagnosticssystem administrationAzureIntuneActive DirectoryGroup PolicyWindows ServerTCP/IPDNSDHCPVPNsfirewall configurationsbackup solutionsdisaster recoverysystem restorationConnectWisePSAticketing systemsEHR softwaremedical equipmentclinical review softwareon-call rotationsystem monitoringproactive issue identification
Deal Breakers
Less than 3 years of Level 3 helpdesk or senior technical support experience, No hands-on experience with Windows Server, Active Directory, and Group Policy management, No experience with Azure and Intune, No experience with networking fundamentals (TCP/IP, DNS, DHCP, VPNs) and firewall configurations
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