Service Desk Agent

Wake Radiology

About the Opportunity

Wake Radiology is seeking a customer-focused, technically skilled Service Desk Agent to provide IT support to our employees and Radiologists. This role is essential to maintaining reliable technology and ensuring smooth daily operations across our organization.

The ideal candidate is a proactive problem-solver with strong troubleshooting skills, excellent communication abilities, and a commitment to delivering outstanding customer service. If you enjoy resolving technical challenges, supporting users, and working in a collaborative healthcare environment, we encourage you to apply! NOTE - this is NOT a remote position. We are located in the North Hills area of Raleigh. 

Key Responsibilities

• Serve as the primary point of contact for technical support, providing prompt and professional assistance to employees, Radiologists, contractors, and consultants.

• Troubleshoot and resolve hardware, software, network connectivity, and user access issues.

• Manage user accounts, password resets, multifactor authentication (MFA), and permissions within Active Directory and Entra ID (Azure AD).

• Support device configuration, deployment, maintenance, updates, and endpoint management using tools such as Microsoft Intune, Autopilot, and SCCM/MECM.

• Provide technical support for Microsoft 365 applications, including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.

• Troubleshoot network connectivity, VPN, Wi-Fi, printers, scanners, mobile devices, and other IT peripherals.

• Deliver remote technical support through phone, email, Teams, and screen-sharing tools.

• Document service requests, troubleshooting steps, and resolutions in the helpdesk ticketing system.

• Collaborate with IT team members and higher-level support to resolve complex or critical issues.

• Stay current on technology trends and best practices to improve service delivery.

• Participate in an on-call rotation to provide after-hours technical support for Radiologists.

• Travel occasionally between office locations using a company vehicle as needed.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or four or more years of relevant experience.

• At least three years of experience in IT support or a technical service desk role.

• Working knowledge of Active Directory, Entra ID, Microsoft Intune/MDM, and endpoint deployment tools.

• Familiarity with Microsoft 365 administration, networking fundamentals, and remote troubleshooting.

• Experience supporting Windows computers, iOS and Android devices, printers, and related peripherals.

• CompTIA A+, Network+, or other relevant technical certifications preferred.

Skills for Success

• Excellent customer service, communication, and interpersonal skills.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Exceptional attention to detail and commitment to quality.

• Ability to work independently and collaborate effectively with a team.

• Strong organizational skills and the ability to prioritize multiple requests.

• Self-motivated, adaptable, and able to manage changing priorities.

• Ability to remain professional and composed in a fast-paced environment.

Work Environment

This is a full-time, on-site position from 8a-4:30p involving extensive phone, email, and helpdesk ticket support. Participation in an after-hours on-call rotation is required. Occasional travel between office locations and the ability to lift items weighing less than 20 pounds may be necessary.

What We Offer

• Competitive salary

• Comprehensive medical, dental, and vision insurance

• 401(k) retirement plan with profit sharing

• Generous paid time off and paid holidays

• Continuing education and professional development opportunities

• Career advancement opportunities within a growing organization

• A collaborative, patient-focused work environment supported by state-of-the-art technology

Join Our Team!

At Wake Radiology, we are committed to providing exceptional patient care through innovation, teamwork, and operational excellence. Join a team where your technical expertise makes a difference every day in supporting the people who deliver outstanding imaging services to our community.

Apply today to become part of the Wake Radiology team!