Junior Service Desk Technician

Work Type: 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.

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.

Who We Are

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.

We are seeking an experienced Junior Service Desk Technician to support our continued growth and commitment to deliver exceptional client outcomes.

Why Join Us?

• MissionDriven 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 risktaking and continuous improvement.
• Continuous Growth: 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 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.

What You'll Do Day-to-Day:

• 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 ITILaligned 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 clinicalimpacting issues, including Epicrelated incidents, ensuring appropriate urgency, routing, and documentation.
• Resolve common hardware, software, and accessrelated issues using documented procedures and knowledge base articles, including basic access and signin 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 enduser communication and complete, accurate documentation that supports reporting, trend analysis, and problem investigations.
• Guide users through problemsolving 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:Proven Track Record:

You are a proactive, detail-oriented professional who thrives at the intersection of technical support and patient-center service, bringing a "detective's mindset" to every challenge.

• Analytical Problem Solver: Strong technical problemsolving and analytical abilities to resolve issues efficiently
• CustomerCentric 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
  
  

Education/Certifications:

• Associate's degree in IT or related area
  
  

Technical Savvy:

You bring a solid technical foundation that enables you to support users effectively and navigate modern IT environments.

• 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
  
  

Physical Readiness:

• Capability for sedentary work, including sitting for long periods and occasionally exerting up to 10 pounds of force.