Overview Job Summary 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. Work Location: This position is remote; however, candidates must be located in the Upstate New York region (Elmira or Ithaca, NY area required). Key Responsibilities 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. Who You Are & What You’ll Bring Analytical Problem Solver: You possess strong technical problem-solving and analytical abilities to resolve issues efficiently. Customer-Centric Communicator: You bring a robust customer service mindset characterized by clear, professional verbal and written communication. Meticulous Documentarian: You demonstrate exceptional attention to detail in documentation and incident ticket management. Technical Proficiency: You have a working knowledge of Windows operating systems, common productivity tools, and familiarity with ITSM ticketing platforms such as ServiceNow, Zendesk, or Jira Service Management. Access & Identity Knowledge: You possess a foundational understanding of user account and access concepts, with required exposure to Active Directory and/or Entra ID. Healthcare Awareness: Exposure to healthcare environments is a significant plus, specifically an awareness that issues impacting Epic or other clinical workflows require expedited escalation to ensure uninterrupted patient care. Education/Certifications Associates degree in IT or related area. Physical Requirements Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, and pulling objects. Sitting most of the time, with walking and standing required only occasionally. Why Join Us Autonomy & Ownership: You’ll manage projects with varying complexity, leading planning sessions and defining what success looks like. A Culture of Innovation: We value fresh perspectives. Here, you’re encouraged to take risks, drive brainstorming, and drive continuous improvement. Mission-Driven Work: You’ll be the "bridge" ensuring our technology truly serves health systems and their patients. Continuous Growth: We support your "restless curiosity." You’ll have opportunities to expand your skillset and mentor others along the way. #J-18808-Ljbffr