IT SERVICE DESK

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, delivering the clinical insights and tailored technologies needed to expand patient access, strengthen care teams, and improve the health of rural and medically underserved communities. 

We are hiring for a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone. 

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values. 

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview:

The IT Service Desk position is responsible for maintaining, analyzing, troubleshooting, and repairing staff computer systems, hardware, software, and computer peripherals. This role is an experienced Microsoft Office 365 administrator supporting a large environment of 1000+ remote staff and responds to reported issues promptly with the use of organization-wide ticketing system, email, instant message, and phone. May act as a subject matter expert for projects and in the mentoring/training of less experienced team members.  

Essential Functions:

• Technical Support: Provide primary support for OCHIN computers and devices, including troubleshooting hardware, software, and network issues. Maintain Windows, macOS, iOS, and associated peripherals, ensuring optimal performance and user productivity.  
• Customer Service: Deliver excellent customer service by responding promptly to tickets, emails, and calls. Communicate technical information clearly to both technical and non-technical staff, fostering a collaborative and supportive environment.  
• Application Administration: Support and maintain enterprise applications such as Microsoft 365, Active Directory, Exchange, and VPN. Serve as a Subject Matter Expert (SME) for assigned systems and processes and assist in analyzing staff needs to propose effective technology solutions.  
• Project Coordination: Coordinate hardware/software installations and ensure compliance with specifications. Participate in the implementation of new technologies and scalable solutions that align with organizational goals. 
• Process Improvement: Design and implement automation for routine tasks and optimize hardware/software platforms. Draft and maintain Knowledge Base documentation to support continuous learning and efficiency across the team.  
• Other duties as assigned. 

• Associate or bachelor's Degree preferred. 
• Minimum of Three (3) years of Information Technology experience, preferably in an internal operations role. 
• Experience in healthcare setting or healthcare IT a plus
• Minimum One (1) year of experience managing devices and software deployments in a network environment using Microsoft Endpoint Manager / Microsoft Intune is required. 
• Minimum (1) year experience administering Microsoft Office 365 and Microsoft Exchange required 
• Minimum One (1) year experience administering Windows Active Directory and/or Azure Active Directory required
• Minimum of One (1) year experience with ticketing systems such as JIRA, Fresh Service, ServiceNow etc. required - JIRA preferred
• Industry Certification (CompTIA A+/Network+/Security+/ITIL v4/M365) preferred. Candidates with certifications will be given priority.   
• Prior to moving forward to the team interview, all candidates are required to complete a 50–60-minute competency assessment. The assessment gives us insights into how your strengths, preferences, and work style align with the OCHIN's nine core competencies. It’s not about passing or failing—it’s about understanding fit and setting you up for success.

Physical Requirements/Work Environment

• Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations, and teaching. Occasional decision making and independent judgment or action.  
• Reading, speaking, writing, and understanding English.  
• While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.  
• This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings.
• The role routinely uses standard office equipment such as computers and mobile devices. 
• Travel is required to support OCHIN’s business requirements for Go-Live installations or training which may require travel by air, vehicle, or train. 

Base Pay Overview 

OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.

Work Locations and Travel Requirements

OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position. 

Work from home requirements are: 

• Ability to work independently and efficiently from a home office environment 
• High Speed Internet Service 
• It is a requirement that employees work in a distraction free workplace 

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/career

COVID-19 Vaccination Requirement 

To keep our colleagues, members, and communities safe, OCHIN requires all employees—including remote employees, contractors, interns, and new hires—to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.

EOE - Disability/Vet  

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