IT Help Desk Specialist I — Remote Support

Somatus - Revolutionizing Kidney Care; McLean (VA); On-site; USD 36,000 - 39,000; Full time

Job summary

Somatus is hiring for an IT Help Desk Specialist I to provide first-line technical support to corporate and remote employees across the United States. You will troubleshoot endpoints, software, VPNs, and access issues while delivering professional, empathetic customer service.

The role supports a distributed workforce with a focus on timely incident resolution and clear documentation, adhering to HIPAA and security standards within a healthcare-oriented tech environment.

Qualifications

• 3+ years of experience in IT help desk, technical support, or MSP environments supporting users remotely in a distributed workforce

Responsibilities

• Serve as the first point of contact for IT support requests from corporate and remote employees
• Provide remote technical support via phone, email, chat, and ticketing system
• Troubleshoot and resolve hardware, software, endpoint, Microsoft 365, VPN, and access-related issues
• Deliver clear, professional, customer service/empathetic support to users with varying levels of technical expertise
• Own incidents through resolution when possible, ensuring timely communication and follow-up
• Accurately document issues, troubleshooting steps, and resolutions
• Escalate complex issues to appropriate IT teams with thorough context and analysis
• Identify recurring issues and contribute to documentation, knowledge articles, and process improvements
• Collaborate with infrastructure, security, and application teams to support reliable service delivery
• Adhere to organizational IT standards, security policies, and HIPAA requirements

Skills

IT Help Desk

Remote Support

Windows OS

Microsoft 365

Customer Service

Communication

Independent Worker

Education

High school diploma or GED

Associate degree or higher preferred

Tools

ServiceNow

Jira Service Management

Ticketing systems

MacOS

Job description

Somatus is hiring for an IT Help Desk Specialist I to provide first-line technical support to corporate and remote employees across the United States. You will troubleshoot endpoints, software, VPNs, and access issues while delivering professional, empathetic customer service.

The role supports a distributed workforce with a focus on timely incident resolution and clear documentation, adhering to HIPAA and security standards within a healthcare-oriented tech environment.