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Role Description

The IT Help Desk Specialist I provides first-line technical support to Somatus employees across the United States. This role supports both corporate and remote team members, ensuring timely resolution of technology issues that enable uninterrupted patient-focused work.

While classified as a Level 1 role, this position offers opportunities to contribute beyond basic support through ownership of issues, collaboration with cross-functional IT teams, and participation in continuous improvement initiatives. This role is well suited for experienced help desk professionals, including those from MSP environments, who value service excellence and mission-driven work.

Responsibilities

• Serve as the first point of contact for IT support requests from corporate and remote employees
• Provide remote technical support via phone, email, chat, and ticketing system
• Troubleshoot and resolve hardware, software, endpoint, Microsoft 365, VPN, and access-related issues
• Deliver clear, professional, customer service/empathetic support to users with varying levels of technical expertise
• Own incidents through resolution when possible, ensuring timely communication and follow-up
• Accurately document issues, troubleshooting steps, and resolutions
• Escalate complex issues to appropriate IT teams with thorough context and analysis
• Identify recurring issues and contribute to documentation, knowledge articles, and process improvements
• Collaborate with infrastructure, security, and application teams to support reliable service delivery
• Adhere to organizational IT standards, security policies, and HIPAA requirements

Qualifications

• 3+ years of experience in IT help desk, technical support, or MSP environments supporting users remotely in a distributed workforce
• High school diploma or GED required; Associate degree or higher from an accredited college preferred
• Strong working knowledge of Windows operating systems and Microsoft 365
• Proven ability to troubleshoot endpoints, peripherals, connectivity, and access issues
• Excellent verbal and written communication skills
• Strong customer service orientation with a calm, professional approach
• Ability to work independently while contributing to a collaborative team

Preferred Qualifications

• Prior experience in a healthcare or regulated environment
• Experience serving as a senior technician, escalation resource, or informal technical lead
• Familiarity with ServiceNow, Jira Service Management, or similar ticketing platforms
• Familiarity with MacOS
• Working knowledge of Microsoft Entra and identity/access management
• Experience supporting corporate or executive-level users
• Interest in professional growth within enterprise IT or technical leadership

Benefits

• Subsidized, personal healthcare coverage (medical, dental vision)
• Flexible Paid Time Off (PTO)
• Professional Development, CEU, and Tuition Reimbursement
• Curated Wellness Benefits supporting teammates physical and mental well-being
• Community engagement opportunities
• And more!