Senior Help Desk Technician

About the company the company® Corporation is the world’s largest provider of mental health services and Guidance Resources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, the company provides services to more than 163 million individuals across 200 countries. Under our Guidance Resources® brand, our personalized and fully integrated programs include behavioral health, absence, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence.

Visit the  to find out why 40% of the Fortune 500 choose the company for their mental health needs.

About the Role At the company, we're evolving our traditional help desk into a modern, AI-enabled Enterprise Technology Services team. AI and automation aren't a productivity add-on bolted onto how support has always worked, they're how we deliver it: we deflect, we self-serve, we automate the repetitive, and we reserve human expertise for the problems that genuinely need it.

This isn't a role for someone who just triages tickets. It's for a senior technician who resolves the problems, builds the automations and knowledge that keep others from having to, and can show the front line got faster and the volume went down. Our platform carries behavioral health data for millions of members, so reliability and security are non-negotiable and are not a tax on speed.

Our value isn't the tickets we close, it's the friction we remove for the employees we support.

• Resolve the escalations others can't. Hardware, software, and procedural issues for internal and external customers over the phone, in person, and through remote connectivity, at Tier 2 / Tier 3 depth.
• Own the end-user device lifecycle. Deployment, maintenance, and upgrades of desktops, laptops, mobile thin clients, and peripherals across Windows and Mac, and create, deploy, and maintain standardized images, moving toward zero-touch provisioning where possible.
• Handle identity, access, and connectivity support. File, folder, and account permissions, password resets/unlocks with security-appropriate verification, and network, VPN, and remote-desktop issues across diverse environments.
• Investigate and document root cause. Don't just fix the symptom, capture the resolution in the ticket system and in reusable knowledge so the front line and self-service can resolve it next time.
• Reduce toil with automation and self-service. Turn repetitive tickets into scripts, knowledge articles, and self-service so volume goes down, not up, and keep accurate asset inventory and ticket records.
• Set the standard for the team. Mentor junior technicians, complete inter-office device moves, foster a collaborative environment, and participate in the weekly after-hours on-call rotation.

• You resolve the tickets others can't. You make sure they don't come back, going to root cause instead of the quick fix.
• You're hands-on across the Windows and Mac end-user stack:
  Windows 11, Microsoft 365, macOS, desktops/laptops/thin clients, imaging, peripherals, and remote-support tooling.
• You know identity, access, and connectivity support: permissions, password/account management, VPN, and remote desktop in diverse networking environments.
• You use ITSM tooling well and reduce toil, not just close tickets: experience with Manage Engine Service Desk Plus or other ITSM solutions like JSM, and you build the automations, images, and knowledge that push volume toward self-service.
• You use Agentic AI tools to diagnose and document faster and help the team adopt them, and you communicate clearly and thrive under pressure with minimal supervision.
• Experience and education:
  Bachelor's degree in Computer…