Junior Desktop Support Technician

Location: onsite at a designated home location in Elmira, NY.

Schedule

• Monday–Friday, 8:00 AM–4:30 PM EST
• Occasional after-hours support based on project needs and ticket volumes, with flexibility to accommodate end-user schedules
• Holiday coverage may be required to support critical hospital systems and customers

About Us

Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking.

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.

Responsibilities

• Identifies, diagnoses, and resolves problems for users of personal computers; including support for software, hardware, network connectivity, internet/intranet access, local and network printers, and communicating those solutions.
• Provides one-on-one problem resolution, including follow-up with end users to ensure satisfaction and issue resolution.
• Configures, tags, and delivers end-user PCs, software, and peripherals; including hardware and applications approved for use by the end user.
• Assists with end-user requests for application software access by communicating requests through the ticketing system.
• Provides installation and support of the LAN and remote communications between the personal computer environment and client computer systems.
• Maintains accurate records of all support calls using assigned ticketing software, including documentation of work done, repairs completed, and timestamps for each service call.
• Schedules personal computer maintenance and upgrades to minimize downtime for end users.
• Follows up on all assigned work until completion, communicating with the manager when additional help is needed.
• Escalates problems in a timely manner to appropriate personnel when required.
• Provides reports as requested on work status for assigned tasks.
• Installs and maintains antivirus software on all personal computers and laptops throughout the environment.
• Prepares and maintains administrative installation and configuration documentation for supported applications and hardware.
• Collaborates with internal and external (vendor) resources when needed.
• Coordinates equipment moves involving PCs and network users.
• Interacts with all associates, staff, and physicians in a courteous, respectful, and friendly manner.
• Attends all annual mandatory educational programs as required by position.
• Assists in network connectivity in network closets by patching network ports to switches without disruption to other clients.

Requirements

• Experience providing desktop, Service Desk, or technical support in a healthcare or enterprise environment.
• Strong troubleshooting skills across hardware, software, Microsoft 365, user accounts, printing, network connectivity, mobile devices, and clinical applications.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365 (including Outlook, Teams, OneDrive, and Office applications), Intune-managed devices, and basic identity and access management (IAM) concepts.
• Familiarity with Epic and other healthcare applications is preferred.
• Proven ability to diagnose and resolve a wide range of technical issues while delivering exceptional customer service in a fast-paced, patient-care-focused environment.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to users with varying levels of technical expertise.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field preferred, or an equivalent combination of education and relevant experience.
• CompTIA A+, Network+, and/or Security+ certification preferred.

Travel Requirements

Up to 45% travel within 50 miles of assigned home location.

Physical Requirements

• Ability to perform the essential functions of the role, with or without reasonable accommodation.
• Finger dexterity, hand-to-eye coordination, color distinction, visual acuity.
• Lifting up to twenty pounds for limited amounts of time, pushing, hearing, balancing, repetitive motions, stooping, bending, carrying, kneeling, and clerical perception.