Job Description

Salary: $136,000 - 176,000 per year Requirements:

• High school diploma or equivalent and two years of hands-on end-user or helpdesk support experience; an associates degree in IT or a related field may replace one year of experience.
• Demonstrated troubleshooting skills with Windows desktop operating systems, productivity and collaboration suites, mobile devices, and common peripherals.
• Working knowledge of directory services, group membership, and multifactor authentication.
• Practical understanding of networking fundamentals, including IP addressing, DNS, DHCP, Wi-Fi, VPN, and cabling.
• Experience using a ticketing system and working to defined service-level targets.
• Strong written and verbal communication skills, including the ability to explain technical steps to non-technical colleagues.
• Valid drivers license and ability to travel between company locations.
• Ability to pass a background check and meet applicable clinical-setting health screening and immunization requirements.
• Preferred: Experience supporting healthcare, clinical, or other regulated environments.
• Preferred: Familiarity with electronic health records and related devices such as label printers, signature pads, and document scanners.
• Preferred: CompTIA A+, CompTIA Network+, Microsoft endpoint administrator, or similar certification.
• Preferred: Exposure to endpoint management and imaging tools, remote support software, and scripting for routine automation.
• Preferred: Experience supporting multiple locations or a distributed workforce; familiarity with Microsoft 365, Microsoft Intune, Microsoft Copilot, or athenaOne is a plus.
• Able to sit or stand for extended periods, use a computer frequently, and lift and move equipment weighing up to 50 pounds, with or without reasonable accommodation.
• Able to work in offices and clinical settings, including under workstations, on ladders, or in equipment rooms, and follow standard infection-control precautions.
• Available for rotating after-hours, weekend, and on-call work.

• Serve as the first point of contact for support requests received by phone, email, chat, and ticketing system; accurately log, categorize, and prioritize each request.
• Triage and resolve Tier 1 and Tier 2 issues involving computers, printers, scanners, mobile devices, peripherals, and clinical workstations.
• Escalate more complex incidents to network, systems, or application teams, documenting troubleshooting already completed.
• Keep tickets current with clear updates and resolution notes, and confirm with requesters before closing them.
• Provide end-user support for productivity software, electronic health records, practice management, and telehealth applications.
• Troubleshoot login, permissions, printing, scanning, and device-integration problems, coordinating with application owners and vendors as needed.
• Provide on-site clinic floor support and remote assistance to staff at other locations.
• Process staff onboarding, transfers, and departures, including account creation, group and distribution-list membership, and multifactor authentication enrollment.
• Reset passwords and unlock accounts following identity verification procedures; apply least-privilege principles and route nonstandard access requests for approval.
• Image, configure, deploy, and retire end-user equipment, tracking assets from receipt through disposal.
• Support office moves, new clinic openings, and equipment refreshes across locations.
• Coordinate warranty repairs and vendor service visits, and maintain appropriate spare equipment at each supported site.
• Protect health information in accordance with HIPAA and our security policies, promptly reporting suspected security incidents or privacy concerns.
• Check endpoint protection, patching, and encryption on supported devices and address gaps within required timeframes.
• Create and update troubleshooting articles and end-user guides in the knowledge base.
• Provide brief training and orientation on supported systems and security practices.
• Own support requests through confirmed resolution, respond calmly under pressure, and adapt between remote and on-site work as priorities change.

• Copilot
• Support
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• Security
• VPN
• Windows
• Office 365
• ASP.NET
• Excel
• Exposed
• Hardware

More:

We are Ascend Medical, founded in 2021 to elevate body, mind, and soul through advanced primary care that brings together behavioral, metabolic, and lifestyle aspects of health. Our care is delivered through brick-and-mortar, digital, and at-home channels, in partnership with traditional primary care providers. We value patients, empathy, progress, teamwork, and safety, and bring together caring, innovative professionals focused on convenient, affordable, patient-centered care. This full-time IT Helpdesk Support Technician role reports to our IT Technical Operations Manager and supports clinical and administrative staff across multiple locations. The position combines support at a corporate headquarters with remote assistance and travel between sites. Work takes place in a HIPAA-regulated environment; rotating after-hours, weekend, and on-call coverage is required. We offer medical, dental, and vision coverage, a 401(k) with match, generous paid time off, paid parental leave, and company holidays. We are an equal opportunity employer.

last updated 40 week of 2026

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