Senior Help Desk Technician at Delta Dental of Missouri

Are you a seasoned IT professional with a knack for problem-solving and a passion for technology? We're looking for a Senior Help Desk Technician to be the go-to expert for our IT support team. In this role, you'll manage and troubleshoot everything from Microsoft Intune to VMware Horizon and Office 365, ensuring smooth operations across our IT infrastructure.

The ideal candidate will have strong technical proficiency in Microsoft Intune, VMware, VMware Horizon, Office 365, and significant experience with Microsoft Server environments. This role requires a proactive problem solver with excellent communication skills and a customer-centric approach to IT support.

Responsibilities

·         Provide senior-level technical support and troubleshooting for end users with hardware, software, and network issues.

·         Utilize expertise in Microsoft Intune to manage and support mobile device management (MDM) solutions, including device enrollment, policy management, and application deployment.

·         Administer VMware environments, including VMware Horizon, to ensure smooth operation and efficient virtual desktop infrastructure (VDI) deployment and management.

·         Manage and maintain Office 365 applications and services, including Exchange Online, SharePoint Online, Teams, and OneDrive.

·         Configure, deploy, and maintain Microsoft environments, ensuring high availability, security, and performance.

·         Collaborate with IT teams to implement and support IT infrastructure projects and initiatives.

·         Document support processes, procedures, and resolutions for knowledge base and training purposes.

·         Mentor junior team members and provide technical guidance and training as needed.

·         Monitor system performance, identify potential issues, and implement proactive measures to prevent downtime.

·         Stay up to date with emerging technologies and industry trends to recommend and implement improvements.

·         Proven subscription to the company’s core values of integrity, trust and respect, innovation, stewardship, excellence and celebration.

·         Regular and reliable attendance is required.

Education, Skills, Personal Attributes, and Experience Required

·         Associate’s degree in computer science, Information Technology, or related field; or equivalent work experience.

·         Minimum of 4 years of experience in a Senior Help Desk or IT support role.

·         Expertise in Microsoft Intune for managing mobile devices and applications.

·         Proficiency in VMware and VMware Horizon for virtual desktop infrastructure (VDI) management.

·         In-depth knowledge of Office 365 suite administration and configuration.

·         Strong understanding of Microsoft Server operating systems and services (e.g., Active Directory, DNS, DHCP).

·         Excellent troubleshooting skills and the ability to diagnose and resolve complex technical issues.

·         Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.

·         Strong interpersonal and communication skills with a customer-focused attitude.

·         Ability to work independently and as part of a team.

·         Coordinates and oversees service repairs on all hardware and software issues with in-house IT staff and external vendors, ensuring timely resolution.

Preferred Qualifications

·         Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, VMware Certified Professional (VCP), or equivalent.

·         Experience with cloud computing platforms (e.g., Azure, AWS) and hybrid cloud environments.    

·         Familiarity with ITIL framework and best practices in IT service management.

·         Experience with cybersecurity principles and practices.

Work Conditions

·         Hybrid Work Environment with Tuesdays and Thursdays spent working in the office and Mondays, Wednesdays, and Fridays working from home.

·         This role is required to regularly attend in-person meetings, the frequency of which is determined by management based on departmental or organizational needs.

·         The job is performed in a climate-controlled, open-office environment with moderate noise levels, primarily due to office equipment, conversations among employees, and talking on the phone. 

Physical Requirements

The job primarily involves sitting, standing, and walking. Minimal physical effort is required, but employees may occasionally need to lift items up to 50 pounds.  Specific vision abilities require the ability to focus distant and near objects clearly.  While performing the duties of this job, the employee is regularly required to sit, talk and hear.  The employee is frequently required to use hands and arms to handle, feel and reach as well as operate a personal computer.

Employees must be able to successfully perform the essential functions of this role with or without a reasonable accommodation.

DDMO provides reasonable accommodation to qualified individuals with a known disability unless doing so imposes an undue hardship. 

 Disclaimer

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties or responsibilities that will be required.  The organization reserves the right to modify this job description at any time; including assigning or reassigning job duties or eliminating this position at any time.