Sr. Help Desk Analyst (50157)

Platinum Dermatology Partners LLC • Dallas, TX

4d • Onsite

About The Position

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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Enforce IT security and compliance policies.
• Assist with security incident response and remediation.
• Support HIPAA-aligned audits and access reviews.
• Support IT projects, including migrations and deployments.
• Create and maintain documentation and SOPs.
• Partner with vendors and service providers.
• Recommend service desk process improvements.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees