Junior Service Desk Technician

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

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

Your Mission: 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 , 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…