Job Title: IT Helpdesk Support Technician
Employment Type: Full-Time
Reports to: IT Technical Operations Manager
Company Summary: Ascend Medical, founded in 2021, has a mission to elevate body, mind and soul. Our advanced primary care clinically integrates behavioral, metabolic and lifestyle aspects of health to keep you well physically, mentally and emotionally. Ascend started as a convenient, hybrid delivery model spanning digital and at home modalities, meeting patients where they are: at home, at work or anywhere else. We have since evolved and now partner with traditional primary care providers to augment their offering, allowing patients to experience Ascend through brick-and-mortar, digital and at-home channels.
Unlike your typical healthcare system, Ascend is designed to innovate. Innovation starts with a culture that is excited to reimagine healthcare and is not afraid to disrupt. We try to avoid any micro-management of employees but rather embrace a core set of values that empower our team-members to make smart decisions:
Our values:
- Patients before Profits
- Empathy before Expedience
- Progress before Stagnation
- Team before Individual
- Safety before Everything
At Ascend Medical, you'll be part of a team of caring and innovative professionals who are forging a new path in healthcare - one that is patient-centered, affordable, and highly convenient. Ascend boasts the highest patient satisfaction scores in the industry (net promoter score consistently above 95) and we excel in delighting patients.
Company benefits: We offer a competitive benefits package to our employees:
- Medical
- Dental
- Vision
- 401k w/ Match
- Generous PTO, paid parental leave, company holidays
Position Summary: The IT Helpdesk Support Technician is the first point of contact for clinical and administrative staff across all Ascend Medical locations. The role resolves hardware, software, network, and access issues that interrupt patient care and business operations, escalating complex problems to senior engineering staff while keeping the requester informed. Because the environment spans multiple sites, the technician balances on-site support at a corporate headquarters location with remote support for staff elsewhere, and travels between sites for equipment deployments, moves, and issues that cannot be resolved remotely.
Success in this role is measured by responsiveness, resolution quality, and the technician's ability to work calmly with clinical staff during time-sensitive situations. All work is performed in a HIPAA-regulated environment, so careful handling of protected health information and adherence to security policy are inseparable from the technical duties.
Key Responsibilities: Service Desk Operations - Serve as the initial point of contact for incoming support requests by phone, email, chat, and the ticketing system, logging every request with accurate categorization and priority.
- Triage and resolve Tier 1 and Tier 2 incidents covering desktops, laptops, thin clients, printers, scanners, mobile devices, peripherals, and clinical workstations.
- Escalate incidents that exceed the scope of the role to network, systems, or application teams with complete documentation of steps already taken.
- Maintain ticket hygiene: timely updates, clear resolution notes, and confirmation with the requester before closure.
End-User and Clinical Application Support - Support the organization's productivity suite, electronic health record, practice management, and telehealth applications at the end-user level.
- Troubleshoot login, permission, printing, scanning, and device-integration issues affecting clinical workflows, coordinating with application owners and vendors as needed.
- Provide floor support during clinic hours at the assigned location and remote support to staff at other sites.
Account and Access Administration - Process onboarding, transfer, and termination requests, including account creation, group membership, distribution lists, and multifactor authentication enrollment.
- Perform password resets and account unlocks in line with identity verification procedures.
- Apply the principle of least privilege and route any access request outside standard role templates to the appropriate approver.
Asset and Deployment Support - Image, configure, deploy, and retire end-user hardware; track assets from receipt through disposal in the asset management system.
- Support office moves, new clinic openings, and equipment refresh projects across locations.
- Coordinate warranty repairs and vendor service calls, and maintain appropriate spares at each supported site.
Security, Compliance, and Documentation - Handle protected health information in accordance with HIPAA and Ascend Medical security policy, and report suspected security incidents or privacy concerns immediately.
- Verify endpoint protection, patch status, and encryption on supported devices, remediating gaps within defined timeframes.
- Contribute to the knowledge base by writing and updating clear troubleshooting articles and end-user guides.
- Deliver brief training and orientation sessions for new staff on supported systems and security practices.
Required Qualifications - High school diploma or equivalent, plus two years of hands-on end-user or helpdesk support experience; an associate's degree in information technology or a related field may substitute for one year of experience.
- Demonstrated troubleshooting ability across Windows desktop operating systems, current productivity and collaboration suites, mobile devices, and common peripherals.
- Working knowledge of directory services, group membership, and multifactor authentication concepts.
- Practical understanding of basic networking: IP addressing, DNS, DHCP, wireless connectivity, VPN, and cabling.
- Experience working within a ticketing system and following defined service-level targets.
- Clear written and verbal communication, with the ability to explain technical steps to non-technical clinical and administrative staff.
- Valid driver's license and the ability to travel between company locations.
- Ability to pass a background check and meet the health screening and immunization requirements applicable to staff working in clinical settings.
Preferred Qualifications - Prior support experience in a healthcare, clinical, or other regulated environment.
- Familiarity with electronic health record platforms and the peripherals that integrate with them, such as label printers, signature pads, and document scanners.
- Industry certification such as CompTIA A+, CompTIA Network+, or a Microsoft endpoint administrator credential.
- Exposure to endpoint management and imaging tools, remote support tooling, and scripting for routine task automation.
- Experience supporting multiple physical sites or a distributed workforce.
- Experience supporting any of Microsoft 365, Microsoft Intune, Microsoft Copilot, or athenaOne a plus.
Competencies - Service orientation. Treats every request as an interruption to patient care or business operations and responds accordingly.
- Judgment under pressure. Distinguishes a routine issue from one that threatens clinical operations, and escalates without hesitation when the situation warrants it.
- Discretion. Works daily with confidential patient and employee information and protects it without being reminded.
- Follow-through. Owns an issue from intake to confirmed resolution, including the follow-up no one asked for.
- Adaptability. Moves between remote and on-site work, shifting priorities, and varied clinical environments.
Physical Requirements and Work Environment: Work is performed in offices and clinical settings across multiple locations. The role requires sitting or standing for extended periods, frequent use of a computer, and the ability to lift and move equipment weighing up to 50 pounds with or without reasonable accommodation. The technician may work under workstations, on ladders, or in equipment rooms, and may be exposed to a clinical environment where standard infection-control precautions apply. After-hours, weekend, and on-call work is required on a rotating basis. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the role.
Equal Employment Opportunity: Ascend Medical is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
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