Senior Help Desk

Company Description PhysNet, founded in 2005, is a national administrator of managed physical medicine and related services for the workers’ compensation industry. The organization partners with leading carriers, TPAs, employers, and government entities to deliver individualized treatment solutions in clinics, at home, at work, and via telerehab. Its flagship “referral triage” capability matches injured workers with the optimal care setting based on predicted clinical effectiveness and patient preference. PhysNet manages three proprietary provider networks—clinic-based, mobile, and telerehab—and focuses on collaborative relationships with therapists across the U.S. to improve clinical outcomes and speed return to work.

Role Description The Senior Help Desk professional provides advanced technical and customer support to internal users and external stakeholders, ensuring reliable access to PhysNet’s systems and services. This full-time remote role handles escalated support tickets, diagnoses and resolves issues related to desktop computers, applications, network connectivity, and user accounts. Daily responsibilities include monitoring help desk queues, troubleshooting complex incidents, documenting resolutions, and maintaining knowledge base articles to streamline future support. The role also involves guiding junior help desk team members, contributing to process improvements, and collaborating with IT and operations teams to prevent recurring problems and enhance service quality.

Qualifications

• Strong technical support and help desk support experience, including handling escalated issues and mentoring junior team members.
• Proficient troubleshooting skills across desktop computers, standard office applications, and common network/connectivity issues.
• Customer support skills with a focus on clear communication, empathy, and maintaining a professional, solutions-oriented approach.
• Experience with remote support tools, ticketing systems, and documentation of incidents and resolutions.
• Ability to work effectively in a fully remote environment, manage priorities, and meet service-level expectations.
• Familiarity with healthcare, workers’ compensation, or related industries is beneficial.
• Relevant certifications (e.g., CompTIA A+, Network+, HDI) or equivalent practical experience are preferred.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or comparable professional experience.

Key Responsibilities

·        Serve as the primary escalation point and perform Level 1-3 IT help desk support, including ticket triage, troubleshooting, root cause analysis, and user support.

·        Maintain essential IT infrastructure, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware.

·        Perform server administration tasks including user/group management, security permissions, group policies, print services, monitoring, and troubleshooting.

·        Manage the complete lifecycle of IT assets, including procurement coordination, shipping, receiving, deployment, recovery, disposal, and inventory tracking of laptops, desktops, peripherals, mobile devices, and other technology equipment.

·        Maintain accurate inventory records and asset management systems to ensure accountability, compliance, and efficient allocation of IT resources.

·        Perform user account administration, including onboarding and offboarding activities, account provisioning and deprovisioning, password resets, access management, and license assignments.

·        Provide phone, chat, and in-person technical support while meeting established service level agreements (SLAs) and documenting incidents and requests within the ticketing platform.

·        Support the implementation, deployment, and maintenance of business applications and internal technology solutions.

·        Manage and support the organization's VoIP and telecommunications systems, including troubleshooting, reporting, user administration, and optimization.

·        Assist in maintaining internal infrastructure including servers, routers, switches, firewalls, printers, phones, LAN/WAN, VPN, and cloud services.

·        Perform routine audits of systems, backups, IT assets, software licensing, user access, and configurations.

·        Assist with IT compliance and security initiatives, including SOC 2 controls, security awareness training, compliance monitoring, documentation, and remediation follow-up activities.

·        Develop and maintain end-user documentation, knowledge base articles, and standard operating procedures.

·        Analyze recurring operational and technical issues, recommend process improvements, and implement automation and technology solutions that enhance business productivity.

·        Work with internal stakeholders and external vendors to complete projects, activities, and communicate results.