IT Service Desk Representative III (Service Desk Rep III) - REMOTE

About Net Health Belong. Thrive. Make a Difference. Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you. A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home! As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives. World-Class Benefits That Reflect Our World-Class Culture. Click Here to Learn More!: #WorkFromAnywhere #UnlimitedPTO #ComprehensiveBenefitsPackage #EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellness #DiversityAndInclusion #AVoice #NewHireSupport #CareerDevelopment #EducationalAssistance #EmployeeReferralBonus #ProgressiveParentalLeave JOB OVERVIEW Net Health is looking for a Level III IT Service Desk Representative to serve as the technical anchor of our internal client experience. This role goes well beyond ticket triage. The IT Service Desk owns and operates nearly every technology platform Net Health employees depend on to do their jobs, including endpoint management, identity and access, Microsoft 365, device patching, and our enterprise AI environment. As the highest level of technical escalation on the Service Desk, this person carries out approved changes to production systems under the direction of the Enterprise Technology Manager. Net Health is a fully remote, HITRUST and SOC 2 regulated healthcare technology company, so reliability, sound judgment, and a security-conscious mindset matter in everything we do. The right person for this role takes ownership without being asked, treats recurring tickets as defects to be engineered out rather than work to be absorbed, and raises the technical bar of everyone around them. RESPONSIBILITIES AND DUTIES Escalation and Technical Support Serve as the senior escalation point for the Service Desk, handling the complex, ambiguous, and high-visibility issues that other representatives are unable to resolve. Drive end-to-end resolution of hardware, operating system, application, network, and access issues for a fully remote workforce, including direct support of senior leadership. Determine root cause rather than simply restoring service, and drive permanent fixes through automation, policy, configuration, or documentation. Partner with Platform Engineering, Security, and application teams on issues that cross team boundaries, providing clear technical detail and accurate impact assessment. Maintain accurate, well-documented ticket records that support trend analysis, audit evidence, and clean handoffs. Endpoint and Device Management Administer Microsoft Intune, including configuration profiles, compliance policies, application packaging and deployment, and Windows Autopilot provisioning. Administer macOS devices through Intune — enrollment, configuration profiles, compliance policies, and troubleshooting — maintaining parity with Windows. Administer the endpoint patching program — update rings, deployment schedules, exception handling, and remediation of failed devices. Track and remediate endpoint vulnerabilities in coordination with the Security team, and report patch compliance against defined targets. Manage endpoint security tooling (antivirus, EDR, disk encryption, device health attestation), validating that devices meet policy before reaching a user. Coordinate hardware lifecycle and asset management — procurement, imaging, deployment, refresh planning, inventory, and secure decommissioning. Identity, Microsoft 365, and SaaS Administration Administer Microsoft 365 across Exchange Online, Teams, SharePoint, and OneDrive, including mail flow, retention, external sharing controls, and service health monitoring. Execute onboarding and offboarding (user account creation and deactivation) with precision and speed, ensuring access is provisioned correctly on day one and fully revoked on the day of departure. Monitor license consumption across platforms and surface right-sizing opportunities that reduce spend without disrupting users. Enterprise AI Environment Administer the enterprise AI platform, including user provisioning and seat allocations. Serve as the first line of enablement for employees adopting AI tooling, including onboarding sessions, documentation, and practical day-to-day guidance. Service Quality, Automation, and Technical Leadership Support Service Desk Representatives I and II by sharing knowledge, modeling sound troubleshooting method, and helping raise the quality of what gets escalated. Maintain the knowledge base for supported platforms, so a problem solved once isn't solved from scratch again. Build and maintain scripting and automation, primarily PowerShell and Microsoft Graph, to remove manual and repetitive work from the queue. Analyze ticket trends and propose measurable improvements to self-service, deflection, and first-contact resolution. Follow and help evidence HITRUST and SOC 2 controls — access reviews, change documentation, and audit requests. QUALIFICATIONS High School diploma or GED required; a technical degree or certification (Microsoft 365 Certified: Endpoint Administrator, Identity and Access Administrator, or ITIL) preferred. Typically requires 3 to 5 years of related IT support experience with escalation-level responsibility. Hands-on administration experience with Microsoft Intune, including policy authoring, application deployment, and Autopilot provisioning. Hands-on administration experience with Microsoft 365 and Entra ID (identity lifecycle, group and license management, MFA). Demonstrated experience supporting a patching or endpoint compliance program. Scripting and automation ability (PowerShell, Microsoft Graph) with a bias toward eliminating repetitive work. Expert-level Windows troubleshooting, hands-on macOS administration in an MDM environment (Intune preferred), and working MDM knowledge. Solid networking fundamentals (DNS, DHCP, VPN, Wi-Fi) for a distributed remote workforce. Clear written and verbal communication, with the credibility and composure to work directly with senior leadership. Sound independent judgment regarding risk, urgency, and when to escalate. Experience supporting a regulated or healthcare environment, with familiarity with HITRUST, SOC 2, or HIPAA control expectations, is strongly preferred. Experience administering enterprise AI or other emerging technology platforms is a plus. REQUIRED SOFTWARE EXPERIENCE Windows 11 and Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive Microsoft Intune and Windows Autopilot Microsoft Entra ID (Azure AD), including conditional access and MFA administration PowerShell and Microsoft Graph Endpoint security, patch management, and asset management tooling Enterprise service management and ticketing platforms Enterprise AI platforms and SSO-integrated SaaS applications Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization. Salary Range: $25.00 - $31.25 USD A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.