Sr. Help Desk Analyst (50157)

Platinum Dermatology Partners 

Who We Are 

Platinum Dermatology Partners is a network of high-quality dermatology clinics focused on collaboration, innovation, and growth. We provide general, cosmetic, and medical dermatology, plastic surgery, and cancer screening services. With more than 120 clinics, 350 providers, and over 2,200 employees across Texas, Arizona, California, Nevada, and Florida, we enable physicians to focus on patient care by managing the operational side of the business. Our core values include collaboration, ownership, respect, excellence, authenticity, and integrity. Our purpose is to empower the practice of exceptional dermatology. 

Position Summary 

The Senior Help Desk Analyst provides advanced technical support and operational leadership within the Service Desk. This role serves as the primary escalation point for complex technical issues and is responsible for administering and supporting Microsoft 365, Azure (Entra ID), and core IT systems. The position requires strong troubleshooting expertise, sound technical judgment, and the ability to work independently while maintaining high standards for security, compliance, and service quality. 

Company Conformance Expectations 

• Perform quality work within established deadlines, with or without supervision. 
• Interact professionally with employees, customers, and vendors. 
• Collaborate effectively as a team member. 
• Work independently while communicating and coordinating with others as needed. 

Key Responsibilities 

Escalation & Advanced Technical Support 

• Act as the primary escalation point for Level 1 Service Desk technicians. 
• Diagnose, troubleshoot, and resolve complex technical issues. 
• Perform root cause analysis and implement permanent solutions. 
• Ensure accurate and timely ticket documentation. 
• Mentor and guide Level 1 staff. 

Microsoft 365 Administration 

• Administer Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams. 
• Manage licenses, mailboxes, security groups, and permissions. 
• Troubleshoot advanced collaboration and identity issues. 
• Enforce MFA, Conditional Access, and retention policies. 

Azure & Identity Management 

• Administer Azure Active Directory (Entra ID). 
• Support Conditional Access and authentication troubleshooting. 
• Support hybrid identity and directory synchronization. 
• Participate in access reviews and least-privilege initiatives. 

Endpoint & Systems Support 

• Provide advanced support for Windows and macOS devices. 
• Support endpoint security and management tools such as Intune and EDR. 
• Assist with OS upgrades, patching, and system hardening. 

Security, Compliance & Governance 

• Enforce IT security and compliance policies. 
• Assist with security incident response and remediation. 
• Support HIPAA-aligned audits and access reviews. 

Operational Excellence & Projects 

• Support IT projects, including migrations and deployments. 
• Create and maintain documentation and SOPs. 
• Partner with vendors and service providers. 
• Recommend service desk process improvements. 

Education & Experience 

• Associate’s degree or equivalent experience in IT, Computer Science, Information Systems, or Network Administration. 

Technical Experience 

• 3–5 years of progressive IT support experience. 
• Strong hands-on Microsoft 365 administration experience. 
• Experience with Azure Active Directory / Entra ID. 
• Advanced Windows support; macOS experience preferred. 
• Experience in a ticket-driven, SLA-based environment. 
• Strong understanding of networking fundamentals. 

Professional Skills 

• Excellent troubleshooting and analytical skills. 
• Ability to work independently with minimal supervision. 
• Strong written and verbal communication skills. 
• High attention to detail and documentation discipline. 
• Ability to manage multiple priorities effectively. 

Preferred Qualifications 

• Healthcare or regulated environment experience (HIPAA). 
• Experience with Intune or endpoint management platforms. 
• PowerShell experience for automation. 

Our competitive benefits package includes the following:

• Medical, Dental, and Vision insurance
• Short-term/Long-term disability
• Life and other voluntary plans
• 401(k) plan
• Employee Referral Program
• Paid Time-Off
• Company-Paid Holidays

Equipment Operated: Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.

Physical Requirements: Must possess manual dexterity to operate office machines including computer and calculator; stooping and bending to handle files and supplies; and mobility to complete errands or deliveries. Includes handling of sharps and chemicals. Multiple staff demands and deadlines can trigger stress.

Equal Employment Opportunity:

Platinum Dermatology Partners is committed to a policy of equal employment opportunities for applicants and Employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964, The Age Discrimination in Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, the California Fair Employment and Housing Act, and all other applicable state and federal laws.

Platinum Dermatology Partners does not permit discrimination of any type against an employee because of any of the following legally protected characteristics: gender, race, color, religion, country of origin, mental disability, physical disability, marital status, gender identity, gender expression, ancestry, genetic information, medical condition, age, sexual orientation, or pregnancy.

Please note, that any offer of employment is contingent on the successful completion of pre-employment background checks.

No phone calls or agencies, please.

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