IT Helpdesk Specialist 1

Overview

As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home.

It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?

Showing Up Somatus Strong

We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:

• Authenticity: We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.

• Collaboration: We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.

• Empowerment: We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients’ lives or our partners’ best interests.

• Innovation: We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions.

• Tenacity: We see challenges as opportunities for growth and improvement — especially when new solutions will make a difference for our patients and partners.

Showing Up for You

We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:

• Subsidized, personal healthcare coverage (medical, dental vision)

• Flexible Paid Time Off (PTO)

• Professional Development, CEU, and Tuition Reimbursement

• Curated Wellness Benefits supporting teammates physical and mental well-being

• Community engagement opportunities

• And more!

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 to organizational IT standards, security policies, and HIPAA requirements

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

• 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; Associate degree or higher from an accredited college preferred.

• 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

Preferred Qualifications

• 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

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Somatus, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.