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Service Desk L1

Nexaminds

Orange, CA

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JOB DETAILS
SKILLS
Administrative Skills, Artificial Intelligence (AI), Business Processes, Clinical Support, Communication Skills, Cost Effectiveness Analysis, Customer Support/Service, Desktop Environments, Desktop PC, Desktop Virtualization, Documentation, Establish Priorities, HIPAA (Health Insurance Portability and Accountability Act), Health Insurance, Healthcare Software, Help Desk, IT Service Management (ITSM), Identify Issues, Knowledge Base, Laptop PC, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Mobile Devices, On Call, Onboarding, Operational Strategy, Printers, Problem Solving Skills, Process Development, Process Improvement, Regulatory Compliance, Remote Access, Sarbanes-Oxley Act (SOX), Security Compliance, Service Level Agreement (SLA), ServiceNow, Software Administration, Technical Support, Time Management, User Account Administration, VPN (Virtual Private Network), Work From Home
LOCATION
Orange, CA
POSTED
9 days ago

Unlock Your Future with Nexaminds!

At Nexaminds, we're on a mission to redefine industries with AI. We're passionate about the limitless potential of artificial intelligence to transform businesses, streamline processes, and drive growth.

Join us on our visionary journey. We're leading the way in AI solutions, and we're committed to innovation, collaboration, and ethical practices. Become a part of our team and shape the future powered by intelligent machines. If you're driven by ambition, success, fun, and learning, Nexaminds is where you belong.

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. 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.

Location: Orange, CA (On -Site)

Qualifications we are looking for:

  • 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
  • Experience supporting Windows 365 VDI or other virtual desktop environments is highly preferred
  • 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
  • Understanding of SOX and HIPAA compliance requirements is preferred
  • Flexibility to participate in an on-call rotation, including evenings and weekends

Job duties:

  • Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system
  • Troubleshoot and resolve hardware, software, account access, and application issues for end users
  • Support Windows operating systems, Microsoft 365, Active Directory, VPN connectivity, and Windows 365 VDI environments
  • Provision, configure, and deploy new devices using Windows Autopilot
  • 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
  • Assist with onboarding and offboarding activities by provisioning user accounts, devices, and application access
  • Support healthcare applications including Facets, Athenahealth, and EZCAP
  • Maintain accurate documentation and contribute to the IT knowledge base
  • Follow security, SOX, and HIPAA compliance policies when handling user accounts and sensitive information
  • Participate in an on-call rotation to provide after-hours support for critical incidents
  • Identify recurring issues and recommend process improvements to enhance service quality and operational efficiency

What you can expect from us

Here at Nexaminds, we're not your typical workplace. We're all about creating a friendly and trusting environment where you can thrive. Why does this matter? Well, trust and openness lead to better quality, innovation, commitment to getting the job done, efficiency, and cost-effectiveness.

  • Stock options 
  • Remote work options 
  • Flexible working hours 
  • Benefits above the law
  • But it's not just about the work; it's about the people too. You'll be collaborating with some seriously awesome IT pros.
  • You'll have access to mentorship and tons of opportunities to learn and level up.

Ready to embark on this journey with us?  If you're feeling the excitement, go ahead and apply!

About the Company

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Nexaminds