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# Junior Service Desk Technician

- **Company:** Community Health System Services, LLC
- **Location:** Ithaca, NY, United States (Remote available)
- **Experience:** Starter
- **Salary:** $44,990 - $63,003
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Active Directory, JIRA, Basic Access Authentication, System Configuration, Identity and Access Management, Issue Tracking Systems, Productivity Software, Connectivity Problems, Information Technology, Zendesk, Servicenow
- **Published:** October 25, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1aa15e8910809360

## About the Role

* Proactive Problem Solver: Takes a detail-oriented, analytical approach to technical support, investigating issues thoroughly and identifying effective solutions while prioritizing patient-centered service and understanding the urgency of clinical workflows.
 * Analytical Problem Solver: Strong technical problem-solving and analytical abilities to resolve issues efficiently
 * Customer-Centric 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
 * 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

Education:

Associate's degree in IT or related area Technical Savvy:

Physical Readiness:

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

## Description

* East Coast Alignment: Our core operational and collaboration hours follow the Eastern Time Zone (ET), keeping our workflows synchronized with our primary clients and systems.

Why Join Us?

 * Mission-Driven 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 risk-taking and continuous improvement.
 * Continuous Growth: We fuel your "restless curiosity" with opportunities to expand your skillset and mentor others., Your Mission: 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 ITIL-aligned 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 clinical-impacting issues, including Epic-related incidents, ensuring appropriate urgency, routing, and documentation.
 * Resolve common hardware, software, and access-related issues using documented procedures and knowledge base articles, including basic access and sign-in 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 end-user communication and complete, accurate documentation that supports reporting, trend analysis, and problem investigations.
 * Guide users through problem-solving 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.