Help Desk Specialist

Position: Help Desk Support Technician

Location: Rock Hill, SC

Duration: 6 months contract OR Permanent/Direct hire

Position Summary

The Help Desk III Technician serves as the first point of contact for employees seeking technical assistance and support. This role is responsible for providing timely, customer-focused technical support for hardware, software, account access, and basic network issues while ensuring minimal disruption to daily operations and client care services.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

• Serve as the highest level of escalation for complex technical and infrastructure issues.
• Maintain and optimize server, network, cloud, and cybersecurity environments.
• Administer Microsoft 365, Azure,
• Support Barracuda disaster recovery systems.
• Monitor system health, security alerts, and infrastructure performance.
• Help with incident response efforts for critical outages, cybersecurity threats, and operational disruptions.
• Support server environments, virtualization platforms, storage systems, and network infrastructure.
• Maintain IT standards, procedures, documentation, and disaster recovery plans.
• Participate in IT strategic planning, budgeting, and technology improvement initiatives.
• Conduct security assessments, vulnerability remediation, and compliance monitoring activities.
• Provide technical leadership and mentorship to Help Desk I and II staff.
• Implement automation and process improvements to enhance operational efficiency.
• Ensure compliance with HIPAA, Joint Commission, and organizational cybersecurity policies.
• Maintain Microsoft Active Directory users, groups, policies, and share folders

Competencies

The Help Desk Support Technician must demonstrate competence in the following areas:

• Infrastructure Administration
• Cybersecurity & Risk Management
• Strategic Thinking
• Advanced Troubleshooting
• Technical Leadership
• Systems Engineering
• Communication Skills
• Analytical Skills
• Compliance Awareness
• Project Management

Minimum Qualifications

• Must be at least 21 years of age.
• Relevant degree or certifications in Information Technology, Computer Science, Cybersecurity, or related field, or equivalent experience required.
• 5+ years of advanced systems administration or infrastructure support experience.
• Ability to pass required background checks, drug screening, and any state-mandated employment clearances.

Preferred Qualifications

• Strong analytical and troubleshooting abilities.
• Experience supporting healthcare or behavioral health organizations.
• Experience with Microsoft Azure, Microsoft 365 administration, virtualization, and cybersecurity tools.
• Knowledge of HIPAA compliance and healthcare IT security requirements.
• Relevant certifications preferred (Microsoft, CCNA, CompTIA A+, Network+ Certifications, etc.).

Required Knowledge, Skills, and Abilities

• Working knowledge of network, server, cloud, and cybersecurity technologies.
• Strong leadership and mentoring skills.
• Ability to manage critical incidents and high-priority technical issues.
• Strong documentation and organizational abilities.
• Professional judgment, discretion, and ethical conduct.
• Ability to balance operational support with strategic technology planning.

Physical and Work Environment Requirements

• Ability to manage multiple priorities and technical projects.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively.
• Professional judgment, discretion, and ethical conduct.