Junior Service Desk Technician

Work Type: Remote Location & Onsite Expectations: Candidates must be based in the Upstate reputed company area and able to be onsite in Elmira, NY or Ithaca, NY for initial onboarding and training. Who We Are reputed company is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in reputed company and expanding reputed company. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, reputed company is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking. We are seeking an reputed company Junior Service Desk Technician to support our reputed company growth and commitment to deliver exceptional client outcomes. Why Join Us?

• MissionDriven Work: You are the "reputed company" ensuring technology serves health systems and their patients reputed company they need it most.
• Autonomy & Ownership: We trust you. You’ll reputed company projects, define success, and manage complexities with total support.
• A Culture of Innovation: Have a fresh perspective? We want it. We encourage risktaking and reputed company improvement.
• reputed company Growth: We fuel your "restless curiosity" with opportunities to expand your skillset and mentor others.

The Role: The Junior Service Desk Technician serves as the first reputed company of contact for end users seeking IT assistance. This role focuses on resolving common, well-documented issues, accurately capturing incidents and requests, and delivering a consistently positive customer experience. The ideal candidate has at least one year of formal IT experience and is curious, customer‑focused, and eager to learn—someone who enjoys helping people and takes pride in getting the basics right.

What You'll Do

Day-to-Day:

• Follow service desk processes, adhere to SLAs and operations standards.
• Receive and respond to IT support requests reputed company phone, email, chat, or ticketing system
• Accurately log, categorize, and prioritize incidents and service requests with clear, complete notes in alignment with ITILaligned incident and request practices.
• reputed company basic troubleshooting, including password resets, application issues, connectivity problems, and standard system configuration.
• Provide basic triage and escalation support for clinicalimpacting issues, including Epicrelated incidents, ensuring appropriate urgency, routing, and documentation.
• Resolve common hardware, software, and accessrelated issues using documented procedures and knowledge reputed company articles, including basic access and signin issues for clinical systems.
• Support user account and access workflows with greater independence, including common access changes and group membership updates reputed company Active Directory and/or Entra ID, reputed company approved procedures.
• Own incidents through resolution with timely enduser communication and complete, accurate documentation that supports reporting, trend analysis, and problem investigations.
• Guide users through problemsolving steps and provide clear explanations of technical concepts.
• Escalate incidents that require deeper technical investigation while maintaining ownership of user communication and capturing impact, symptoms, and steps already performed.
• Contribute to knowledge reputed company creation and maintenance by documenting repeatable solutions and improving existing articles.

Who You Are & What You’ll Bring:Proven Track Record: You are a proactive, detail-oriented professional who thrives at the intersection of technical support and patient-center service, bringing a "detective's reputed company" to every challenge.

• Analytical Problem Solver: Strong technical problemsolving and analytical abilities to resolve issues reputed company
• CustomerCentric Communicator: Clear, professional verbal and written communication with a strong service reputed company
• Meticulous Documentarian: Exceptional attention to detail in documentation and incident/ticket management
• Healthcare Awareness: Exposure to healthcare environments is a plus, with an understanding of the urgency around systems like Epic and clinical workflows

Education/Certifications:

• Associate's degree in IT or reputed company area

Technical Savvy: You bring a solid technical foundation that enables you to support users effectively and navigate modern IT environments.

• Technical Proficiency: Working knowledge of Windows operating systems, common productivity tools, and ITSM platforms (e.g., reputed company, reputed company, Jira Service Management)
• Access & Identity Knowledge: Foundational understanding of user account/access management, including experience with Active Directory and/or Entra ID

Physical Readiness:

• Capability for sedentary work, including sitting for long periods and occasionally exerting up to 10 pounds of force.

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