IT Helpdesk Specialist 1

Somatus is on a mission to transform kidney care by delivering value-based solutions that improve outcomes for patients with chronic kidney disease. Our teams support clinicians, care teams, and corporate partners nationwide-making reliable, secure technology a critical part of our success. 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.

• 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

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Do you have experience in macOS?, Do you have a High school diploma or GED?, * 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, * 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

Pulled from the full job description

• Continuing education credits
• Tuition reimbursement
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Subsidized personal healthcare coverage: Medical, Dental & Vision, plus Wellness programs
• Paid Time Off: Flexible PTO
• Professional development: CEU and tuition reimbursement

As a leading provider of outcomes-driven care for individuals and communities living with chronic conditions, Somatus is helping patients across the country enjoy More Healthy Days at Home . Care at Somatus goes beyond treatment. Through a whole-person approach, we deliver outcomes-driven integrated care and show up #SomatusStrong for our patients and teammates. We partner closely with health plans, health systems, and provider groups to support patients with, or at risk of developing, cardio, kidney, metabolic, or other chronic conditions. We hire the brightest and boldest - talent driven by purpose and impact. Since our founding in 2016, our growth trajectory isn't just a milestone - it's a signal. Our leadership values culture and leads with intention as we remain dedicated to driving clinical excellence.