This position requires onsite support at a designated home location in Ithaca, NY.
Schedule: Monday–Friday, 8:00 AM–4:30 PM EST
The role may require occasional after-hours support based on project needs and ticket volumes, with flexibility to accommodate end-user schedules. Holiday coverage may also be required to support the critical hospital systems and customers we serve.
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.
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MissionDriven Work: You are the "bridge" ensuring technology serves health systems and their patients when they need it most.
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Autonomy & Ownership: We trust you. You’ll lead projects, define success, and manage complexities with total support.
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A Culture of Innovation: Have a fresh perspective? We want it. We encourage risktaking and continuous improvement.
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Continuous Growth: We fuel your "restless curiosity" with opportunities to expand your skillset and mentor others.
Your Mission: As a Junior Desktop Support Technician, you'll deliver exceptional technical support to end users across a healthcare environment, helping ensure they have the tools and technology they need to provide outstanding patient care. Working under the direction of the Desktop Support Manager, you'll troubleshoot software, hardware, and network issues in a call center, remote, and onsite setting.
In this role, you'll communicate technical solutions in a clear, friendly, and professional manner, provide one-on-one user training as needed, maintain inventory and issue tracking records, and contribute to accurate reporting. You'll collaborate closely with the Desktop Support Supervisor and the broader Desktop Support team to resolve technical issues efficiently while delivering an outstanding customer experience.
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Identifies, diagnoses, and resolves problems for users of personal computers; including support for software, hardware, network connectivity, internet/intranet access, local and network printers and communicating those solutions.
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Provides oneonone problem resolution, including followup with the end users to ensure that they are satisfied, and the problem is fixed.
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Configures, tags and delivers end user PC’s, software and peripherals; including hardware and applications approved for use by the end user.
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Assists with end user requests for application software access by communicating requests through the ticketing system.
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Provides installation and support of the LAN and remote communications between the personal computer environment and client computer systems.
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Maintains accurate records of all support calls using assigned ticketing software, including documentation of work done, repairs completed and when each service call was opened and completed.
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Schedules personal computer maintenance and upgrades in such a way as to provide for minimal down time to end users.
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Follows up on all assigned work until it is completed, communicating with the manager when additional help is needed to resolve any problem in a reasonable amount of time.
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Escalates problems in a timely manner to appropriate personnel when required.
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Provides reports as requested on work status for assigned tasks.
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Install and maintains antivirus software on all personal computers and laptops throughout the environment.
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Prepares and maintains administrative installation and configuration documentation for supported applications and hardware.
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Collaborates with internal and external (vendor) resources when needed.
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Coordinates equipment moves involving PC’s and network users.
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Interacts with all associates, staff, and physicians in a courteous, respectful, and friendly manner.
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Attends all annual mandatory educational programs as required by position.
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Assist in network connectivity in network closets by patching network ports to switches without disruption to other clients.
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Experience providing desktop, Service Desk, or technical support in a healthcare or enterprise environment.
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Strong troubleshooting skills across hardware, software, Microsoft 365, user accounts, printing, network connectivity, mobile devices, and clinical applications.
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Working knowledge of Microsoft Windows operating systems, Microsoft 365 (including Outlook, Teams, OneDrive, and Office applications), Intunemanaged devices, and basic identity and access management (IAM) concepts.
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Familiarity with Epic and other healthcare applications is preferred.
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Proven ability to diagnose and resolve a wide range of technical issues while delivering exceptional customer service in a fastpaced, patientcarefocused environment.
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Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to users with varying levels of technical expertise.
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highquality technical support.
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Associate degree in Information Technology, Computer Science, or a related field preferred, or an equivalent combination of education and relevant experience.
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CompTIA A+, Network+, and/or Security+ certification preferred.
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Up to 45% travel within 50miles of assigned home location.
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Ability to perform the essential functions of the role, with or without reasonable accommodation. Finger dexterity, handtoeye coordination, color distinction, visual acuity, lifting up to twenty pounds for limited amounts of time, pushing, hearing, balancing, repetitive motions, stooping, bending, carrying, kneeling, and clerical perception.
We are new but mighty. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek talented professionals to join our team of 500 and support our exciting journey. We value people and are building a culture to match. If you're a collaborative, innovative, and strategic leader, we’d love to talk.
