Relias
Senior IT Support Consultant
🇺🇸 Hybrid - Morrisville, NC
🕑 Full-Time
💰 TBD
💻 Information Technology
🗓️ November 18th, 2025
Intune
Edtech.com's Summary
Relias is hiring a Senior IT Support Consultant to act as the primary escalation resource for complex IT issues from the helpdesk. The role involves advanced troubleshooting, mentorship of helpdesk staff, managing support tickets, and contributing to various IT projects such as software implementations and security initiatives.
Highlights
- Serve as the primary escalation point for complex IT helpdesk issues and provide advanced troubleshooting and resolution.
- Collaborate with IT management and infrastructure teams to improve helpdesk processes and service delivery standards.
- Develop and maintain technical documentation, including SOPs and knowledge base articles.
- Monitor helpdesk compliance with service level agreements to ensure timely and effective support.
- Required skills include Active Directory administration, A/V support (Webex, Teams, Zoom), Microsoft suite (Outlook, Teams, SharePoint, Intune), and Windows OS troubleshooting.
- Must have a Bachelor’s Degree and at least two years of desktop support or helpdesk experience.
- Strong communication, customer service, and interpersonal skills are essential.
- Experience with SOP documentation and knowledge base creation is required.
- Preferred qualifications include three or more years in IT support focused on advanced troubleshooting and experience developing technical documentation.
- Flexible hybrid work environment with an expectation of working onsite approximately 30-40 days per quarter, requiring residence within commuting distance to Morrisville, NC headquarters.
Senior IT Support Consultant Full Description
Senior IT Support Consultant
Are you looking for a high energy, strategic, and fast-paced position as a Senior IT Support Consultant? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!
For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.
WHAT CAN RELIAS OFFER YOU?
For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.
WHAT CAN RELIAS OFFER YOU?
- Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
- Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
- Active Employee Resource Groups open to all employees!
- Comprehensive onboarding program – a great introduction to our company, customers and culture!
- Growth and career advancement opportunities!
- 20%+ annual employee promotion and transfer rate
- Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
- Professional development gained from conference attendance and participation in organizations like NC Tech
- Onsite 321 Coffee Shop providing free coffee and pastries to employees
The role serves as the primary escalation point for the helpdesk, handling complex troubleshooting, and providing mentorship and guidance to resolve advanced technical issues. In addition to supporting the helpdesk, this position will lead or assist with projects beyond daily operations, including software implementations, security initiatives, and physical relocations. Core responsibilities include managing advanced support tickets, contributing to project execution, training helpdesk staff, and serving as the key liaison between the helpdesk and system administrators.
WHAT YOU’LL BE DOING:
• Serve as the primary escalation point for complex IT issues escalated from the helpdesk, providing advanced troubleshooting, analysis, and resolution.
• Collaborate with IT management and the infrastructure team to design, implement, and continuously improve helpdesk processes, workflows, and service delivery standards.
• Develop, maintain, and enhance technical documentation and knowledge base content, including process guides, standard operating procedures, and troubleshooting articles, to ensure consistency, efficiency, and knowledge sharing across the IT team.
• Monitor and maintain compliance with helpdesk service level agreements (SLAs), ensuring timely response, resolution, and high levels of user satisfaction.
• Perform other related duties as assigned, supporting departmental initiatives, and contributing to the overall effectiveness of IT operations.
YOU’VE GOT WHAT IT TAKES IF YOU HAVE:
• Bachelor’s Degree
• Two years’ experience in a desktop service or help desk role.
• Working knowledge of Active Directory administration.
• 1+ years' experience with A/V support (Webex, Teams, Zoom)
• Microsoft suite experience (Outlook, Teams, SharePoint, Intune)
• Customer Service background
• SOP documentation and Knowledge Base article creation
• Demonstrate proficiency in Windows Operating Systems troubleshooting
• Ability to work with users at all levels and help with technical issues
• Ability to help junior teammates develop improved troubleshooting processes
• Experience writing process documentation
• Broad technical experience working with various products
• Ability to manage multiple tasks and projects with different priority levels.
• Adaptive troubleshooting capabilities
• Strong communication, customer service and interpersonal skills
• Strong drive and work ethic to complete tasks and projects in a timely manner.
• Motivation and ability to learn new technologies quickly.
• Able to communicate effectively (written and oral) with team members and management
IT WOULD BE NICE IF YOU HAVE:
• Bachelor's degree in information technology, Computer Science, or a related field; or equivalent combination of education and relevant experience.
• Three (3) or more years of experience in IT support, with a focus on advanced troubleshooting, systems administration, or helpdesk escalation.
• Proven experience in developing technical documentation and knowledge base content, with strong written and verbal communication skills.
Relias is an Equal Opportunity Employer and a Drug-Free workplace
IN OFFICE REQUIREMENT:
Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 30/40 days/quarter.
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