Senior Help Desk Technician

About ComPsych ComPsych® Corporation is the world’s largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 163 million individuals across 200 countries. Under our GuidanceResources® 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 compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs. Overview At ComPsych, 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. Responsibilities You own the hard tickets and the health of the front line, from the device in someone's hands to how quickly and cleanly their issue gets resolved. AI changes where your time goes: less resolving the same ticket twice, more building the automation and knowledge that keep it from coming back. 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. Qualifications You resolve the tickets others escalate, and 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 ManageEngine ServiceDesk 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 Science or a related field and 7–10 years of relevant help desk / end-user support experience, with a stable work history. This is an international remote role, with follow-the-sun support for international offices and off-hours coverage for the US-based teams in the Chicago office. Compensation and Benefits The pay range for this positions is ₱1,423,585 - ₱1,980,641 PHP per year. Compensation will be determined in accordance with applicable local market rates and legal requirements. Where required by applicable law, salary range information will be provided to candidates during the recruitment process or upon request. We are an equal opportunity employer committed to fair, transparent, and merit-based employment practices. All qualified applicants will receive consideration for employment without regard to age, gender, gender identity or expression, sexual orientation, race, color, or ethnic origin, nationality, religion or belief, disability, pregnancy or parental status, marital or family status, veteran or military status, socioeconomic background, genetic information, or any other characteristic protected under applicable local, national, or international law.We are committed to providing an inclusive and accessible recruitment process. If you require accommodations or adjustments at any stage of the recruitment process due to a disability or any other reason, please contact us at [email protected] and we will work with you to meet your needs. ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: EEA, Switzerland, and UK Data Protection Notice for Job Applicants & Global Applicant Privacy Notice.