Nexaminds
Service Desk L1
United States · Senior
Sponsorship not specifiedDetected 21 days ago
ComplianceAccount ManagementCustomer SupportVPNHIPAACommunicationCollaborationProblem SolvingMentoring
About the role
- We're leading the way in AI solutions, and we're committed to innovation, collaboration, and ethical practices.
- If you're driven by ambition, success, fun, and learning, Nexaminds is where you belong.
- We're all about creating a friendly and trusting environment where you can thrive.
Responsibilities
- We're passionate about the limitless potential of artificial intelligence to transform businesses, streamline processes, and drive growth.
- This role provides frontline technical support to clinical, administrative, and operational teams while ensuring excellent customer service, compliance with security standards, and timely issue resolution.
- Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system
- Support Windows operating systems, Microsoft 365, Active Directory, VPN connectivity, and Windows 365 VDI environments
- Perform password resets, account unlocks, MFA support, and user access management
- Escalate complex technical issues to Level 2 support or specialized application teams when necessary
- Accurately document, prioritize, and manage incidents and service requests while meeting SLA expectations
- Maintain accurate documentation and contribute to the IT knowledge base
- Participate in an on-call rotation to provide after-hours support for critical incidents
Requirements
- 2+ years of experience in IT Help Desk, Service Desk, or Technical Support roles
- Experience supporting Windows operating systems, Microsoft 365, and end-user hardware
- Hands-on experience with Active Directory, including password resets, account unlocks, and user account management
- Familiarity with Windows Autopilot for device provisioning and deployment
- Knowledge of ticketing systems such as Freshservice, ServiceNow, or similar ITSM platforms
- Experience troubleshooting desktops, laptops, printers, mobile devices, VPN, and remote access issues
- Strong customer service and communication skills with the ability to support users of varying technical backgrounds
- Ability to prioritize multiple support requests while meeting SLA targets
- Strong troubleshooting, documentation, and problem-solving skills
- Experience supporting healthcare or insurance applications (Facets, Athenahealth, EZCAP) is a plus
- Flexibility to participate in an on-call rotation, including evenings and weekends
Nice to have
- Experience supporting Windows 365 VDI or other virtual desktop environments is highly preferred
- Understanding of SOX and HIPAA compliance requirements is preferred
Benefits
- Nexaminds is actively seeking a Level 1 Service Desk Technician to serve as the first point of contact for IT support in a healthcare and insurance environment.
- Support healthcare applications including Facets, Athenahealth, and EZCAP
- Stock options 📈
- Flexible working hours 🕜
- Benefits above the law
Company info
- At Nexaminds, we're on a mission to redefine industries with AI.
- Become a part of our team and shape the future powered by intelligent machines.
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This listing is sourced directly from Nexaminds's careers page and normalized into a canonical job model.