Junior Service Desk Technician
Xtensys
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Job summary
Xtensys Connected Health Solutions seeks a Junior Service Desk Technician to be the first contact for IT support, resolving basic issues, logging requests, and delivering positive customer service. You will work within a healthcare-focused environment, supporting Epic-related workflows and common IT systems.
The role requires at least one year of IT experience, a customer-centric mindset, and the ability to learn quickly.
Qualifications
- Associate's degree in IT or related field.
- At least one year of formal IT support experience.
- Curious, customer-focused, eager to learn and ready to help others.
Responsibilities
- Follow service desk processes and SLAs with care.
- Receive IT support requests via phone, email, chat, or ticketing system.
- Log, categorize, and prioritize incidents with clear notes.
- Perform basic troubleshooting (password resets, app issues, connectivity).
- Provide basic triage and escalation for clinical-impacting issues.
- Resolve common hardware/software issues using documented procedures.
- Support user account workflows and AD/Entra ID updates.
- Own incidents through resolution with timely user communication.
Skills
Education
Tools
Job description
Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys 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.
East Coast Alignment: Our core operational and collaboration hours follow the Eastern Time Zone (ET), keeping our workflows synchronized with our primary clients and systems.
Mission-Driven Work: You are the "bridge" ensuring technology serves health systems and their patients when they need it most.
Autonomy & Ownership: We trust you. You’ll lead projects, define success, and manage complexities with total support.
A Culture of Innovation: Have a fresh perspective? We want it. We encourage risk-taking and continuous improvement.
Continuous Growth: We fuel your "restless curiosity" with opportunities to expand your skillset and mentor others.
Remote Location & Onsite Expectations: Candidates must reside in Upstate New York, be within a reasonable commuting distance of Elmira, or Ithaca, NY, and be available to work onsite as needed.
$21.63 - $30.29 per hour
The Junior Service Desk Technician serves as the first point 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.
- Follow service desk processes, adhere to SLAs and operations standards.
- Receive and respond to IT support requests via phone, email, chat, or ticketing system
- Accurately log, categorize, and prioritize incidents and service requests with clear, complete notes in alignment with ITIL-aligned incident and request practices.
- Perform basic troubleshooting, including password resets, application issues, connectivity problems, and standard system configuration.
- Provide basic triage and escalation support for clinical-impacting issues, including Epic-related incidents, ensuring appropriate urgency, routing, and documentation.
- Resolve common hardware, software, and access-related issues using documented procedures and knowledge base articles, including basic access and sign-in issues for clinical systems.
- Support user account and access workflows with greater independence, including common access changes and group membership updates within Active Directory and/or Entra ID, within approved procedures.
- Own incidents through resolution with timely end-user communication and complete, accurate documentation that supports reporting, trend analysis, and problem investigations.
- Guide users through problem-solving 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 base creation and maintenance by documenting repeatable solutions and improving existing articles.
- Proactive Problem Solver: Takes a detail-oriented, analytical approach to technical support, investigating issues thoroughly and identifying effective solutions while prioritizing patient-centered service and understanding the urgency of clinical workflows.
- Analytical Problem Solver: Strong technical problem-solving and analytical abilities to resolve issues efficiently
- Customer-Centric Communicator: Clear, professional verbal and written communication with a strong service mindset
- 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
- Technical Proficiency: Working knowledge of Windows operating systems, common productivity tools, and ITSM platforms (e.g., ServiceNow, Zendesk, Jira Service Management)
- Access & Identity Knowledge: Foundational understanding of user account/access management, including experience with Active Directory and/or Entra ID
Associate's degree in IT or related area
Capability for sedentary work, including sitting for long periods and occasionally exerting up to 10 pounds of force. Travel & On-Call Expectations: Up to 20% travel may be required for initial onboarding and training. Candidates must also be available to participate in a weekend on-call support rotation every 6–8 weeks.
We are new but mighty. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek talented professionals to join our team of 500 and support our exciting journey. We value people and are building a culture to match. If you're a collaborative, innovative, and strategic leader, we’d love to talk.
We are new but mighty. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek talented professionals to join our team of 500 and support our exciting journey. We value people and are building a culture to match. If you're a collaborative, innovative, and strategic leader, we’d love to talk.
We are new but mighty. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek talented professionals to join our team of 500 and support our exciting journey. We value people and are building a culture to match. If you're a collaborative, innovative, and strategic leader, we’d love to talk.
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