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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technology Operations Specialist - **Company:** Nephropathology Associates, PLC - **Location:** Little Rock, AR, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, VoIP, Cloud Engineering, Dynamic Host Configuration Protocol, Domain Name System (DNS), Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Azure Active Directory, Ansible, Runbook, Microsoft SharePoint, TCP/IP, Wi-Fi Technology, Sysadmin, Peripherals, Microsoft InTune, Microsoft Onedrive, Information Technology, Hardware Asset Management, Zendesk - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1a99cefc563fc2b6 ## About the Role Do you have experience in Zendesk?, Do you have a Associate's degree?, * 3-5 years of helpdesk or desktop support experience in a professional environment * Demonstrated experience handling complex escalations independently * Prior experience in a healthcare, regulated, or security-conscious environment preferred * History of building or contributing to documentation and knowledge bases Technical Foundation * Windows 10/11 administration, troubleshooting, and imaging * Microsoft 365 - Exchange Online, Teams, SharePoint, OneDrive, Intune * Entra ID (Azure AD) - user/group management, MFA, Conditional Access * Networking fundamentals - DNS, DHCP, VPN, TCP/IP, Wi-Fi troubleshooting * Ticketing systems - Zendesk or equivalent ITSM platform * Active Directory and Group Policy Preferred * Associate's or Bachelor's degree in Information Technology, Computer Science, or related field * CompTIA A+, Network+, Security+, or Microsoft certifications (MD-102, SC-900, AZ-900) * Familiarity with HIPAA requirements and PHI-safe support practices * Experience with endpoint management tools - Intune, JumpCloud, Ansible, or equivalent What Makes You Successful * You're calm under pressure - a packed queue doesn't rattle you * You write things down - the fix you document today saves the team tomorrow * You communicate clearly - with end users who need patience and engineers who need precision * You own your tickets - follow-through and closure are part of your identity * You're curious about technology - you stay current and bring ideas back to the team * You thrive in a healthcare environment where accuracy, security, and reliability matter, This position operates in a professional office environment and routinely uses standard office equipment. The role requires the ability to sit and stand for extended periods, perform fine motor tasks (keyboard/mouse), and occasionally lift/carry equipment up to 50 lbs. Near vision is required. This position is on-site in Little Rock, AR. Remote work is not available for this role. Candidate must be available to work Monday-Friday, 6am-3pm or 7am-4pm, and willing to participate in an on-call rotation. ## Description * Helpdesk colleagues you'll support and collaborate with closely * Systems Administrator and Cloud Engineer as escalation partners * Close collaboration with Security, Data, and Development teams What You'll Own * Complex helpdesk ticket resolution - the hard stuff that escalates up the queue * Knowledge base and documentation - building the runbooks and SOPs that scale the team * Hardware lifecycle management, imaging, and device provisioning * Identity and access management tasks (AD, Entra ID, MFA, SSO) * Escalation coordination with sysadmin and engineering teams when tickets exceed helpdesk scope * Collaboration across infrastructure, networking, email, and security functions as needed The Reality * A fast-moving healthcare environment where there is no shortage of meaningful work * Legacy and modern systems side-by-side - you'll need to navigate both confidently * A security-conscious environment (HITRUST certified) that requires PHI-safe handling of every ticket * Meaningful influence over helpdesk processes, tooling, and team standards WHAT YOU'LL DO Resolve & Support * Handle complex escalations across hardware, software, networking, and identity * Troubleshoot Windows endpoints, Microsoft 365, Entra ID, and internal applications * Support VoIP, printers, peripherals, and conference room technology * Provide hands-on and remote support across a mixed Windows/Mac environment * Manage and resolve tickets in Zendesk and help establish SLAs * Incorporate AI tools into daily workflows including ticket troubleshooting and process automation Build & Document * Author and maintain knowledge base articles, runbooks, and troubleshooting guides * Create and maintain SOPs for common helpdesk workflows * Assist with device imaging, provisioning, and endpoint configuration * Support onboarding and offboarding - account setup, hardware deployment, and access provisioning * Contribute to process improvement initiatives to reduce ticket volume and resolution time Lead & Collaborate * Serve as an escalation resource and quality check for junior tier resolutions * Participate in on-call or after-hours rotations as needed * Partner with sysadmin, infrastructure, and security teams on cross-functional projects * Contribute to team-wide knowledge sharing and continuous improvement efforts ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)