IT Helpdesk Specialist 1

Somatus, Inc.•McLean, VA

1d•Remote

About The Position

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.

Requirements

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
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

Nice To Haves

Associate degree or higher from an accredited college preferred
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

Responsibilities

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