Junior IT Service Desk Tech – Remote NY

Xtensys; New York (NY); Remote; USD 30,000 - 42,000; Full time

Job summary

Xtensys is hiring a Junior Service Desk Technician for remote work in New York. You will be first point of contact, handling IT requests with a customer-first approach and following ITIL-aligned processes to resolve common issues.

Ideal candidates have at least one year of IT experience, strong communication skills, and an interest in healthcare IT. Onboarding includes weekend on-call rotations and possible travel within Upstate NY for onboarding.

Qualifications

• At least one year of formal IT experience.
• Customer-centric with strong communication skills.
• Interest in healthcare IT and Epic awareness is a plus.

Responsibilities

• Follow service desk processes and SLAs with accurate logging.
• Receive and respond to IT support requests via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize incidents with clear notes per ITIL practices.
• Perform basic troubleshooting (password resets, app issues, connectivity).
• Provide basic triage and escalation for clinical-impacting issues (Epic).
• Escalate incidents requiring deeper investigation while maintaining ownership.

Skills

Windows operating systems

ITSM platforms

Education

Associate's degree in IT or related area

Tools

ServiceNow

Zendesk

Jira Service Management

Job description

Xtensys is hiring a Junior Service Desk Technician for remote work in New York. You will be first point of contact, handling IT requests with a customer-first approach and following ITIL-aligned processes to resolve common issues.

Ideal candidates have at least one year of IT experience, strong communication skills, and an interest in healthcare IT. Onboarding includes weekend on-call rotations and possible travel within Upstate NY for onboarding.