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# IT Helpdesk Specialist 1

- **Company:** Somatus, Inc.
- **Location:** McLean, VA, United States
- **Experience:** Experienced
- **Salary:** $53,997.0 - $60,008.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Windows, Apple Mac Systems, JIRA, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Azure Active Directory, Peripherals, Servicenow
- **Published:** September 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b65f9748e7f92391

## About the Role

* 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

## Description

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