Junior Service Desk Technician

Work Type: Remote Location & Onsite Expectations: Candidates must be based in the Upstate reputed company area and reputed company to be onsite in Elmira, NY or Ithaca, NY for initial reputed company 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 reputed company on advancing rural and community reputed company, reputed company is executing several major initiatives and scaling quickly. With reputed company 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 reputed company and commitment to deliver exceptional reputed company reputed company. 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 reputed company, define reputed company, 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 reputed company: 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, reputed company-documented issues, accurately capturing incidents and requests, and delivering a consistently reputed company customer experience. The ideal candidate has at least one year of formal IT experience and is curious, customer‑reputed company, 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 reputed company, complete notes in alignment with ITILaligned incident and request practices.
• reputed company basic troubleshooting, including password resets, application issues, connectivity problems, and reputed company system configuration.
• reputed company 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 reputed company and signin issues for clinical systems.
• Support user account and reputed company workflows with greater independence, including common reputed company changes and group membership updates reputed company reputed company Directory and/or Entra ID, reputed company approved procedures.
• Own incidents through reputed company with reputed company enduser communication and complete, accurate documentation that supports reporting, trend analysis, and problem investigations.
• Guide users through problemsolving steps and reputed company reputed company explanations of technical concepts.
• Escalate incidents that require deeper technical investigation while maintaining ownership of user communication and capturing reputed company, 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 reputed company Record: You are a proactive, detail-oriented reputed company 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: reputed company, reputed company verbal and written communication with a strong service reputed company
• Meticulous Documentarian: Exceptional attention to detail in documentation and incident/ticket management
• reputed company Awareness: Exposure to reputed company environments is a plus, with an understanding of the urgency around systems like reputed company and clinical workflows

Education/Certifications:

• Associate's degree in IT or reputed company area

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

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