IT Helpdesk Specialist 1

About the role

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. 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.

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