Desktop Support Technician

Job Description

Job Description

Description:

Position: Desktop Support Technician

Classification: Full-Time, Non-Exempt

Reports to: IT Operations Manager

Date: August 2026

MISSION: Futuro Health launched in 2020 to address the critical shortage of workers in the healthcare sector. Our nonprofit mission is to improve the health and wealth of communities by growing the largest network of allied healthcare workers in the nation. Initially funded by a $130 million investment from Kaiser Permanente through a collective bargaining agreement with SEIU-UHW, Futuro Health has since grown to have a portfolio of funders, grants and contracts to do our work that is life changing. Every year, thousands of diverse adults become Futuro Health Scholars and pursue training to earn their credentials for a wide array of in-demand allied healthcare roles. What sets Futuro Health apart is our comprehensive approach to supporting Futuro Health Scholars throughout their education journey and our deep expertise in the healthcare sector. We address the healthcare workforce shortage by personalizing education journeys for diverse adults to enter into allied healthcare careers at low or no-cost. More on Futuro Health can be found at

OUR VALUES

• Scholar Centered: We keep Scholars and equity at the center of our work.
• Quality Solutions: We design quality solutions that are agile, inclusive, and scalable – for employers, partners, and communities.
• Data-Driven Innovation: We continuously improve and innovate – and use data to inform our decisions.
• Future Focused: We look toward the future and embrace new opportunities.
• Collaborative : We earn and maintain trust through collaboration and acting with integrity and accountability.
• Culture Matters: We steward our culture – and empower team members to contribute meaningfully. 

Why Should You Join Futuro Health: Do you seek to change lives for the better? Do you want a role in a nonprofit focused on designing solutions and bringing direct services to make a difference to Scholars, communities and the nation? Have you shown grit when it comes to taking on challenges and pushing forward to resolution? Our team of talents share a commitment to Futuro Health’s nonprofit mission. We celebrate the opportunity to transform lives through our purpose-driven work. We bring our skillsets, a can-do attitude, and a collaborative approach to our everyday work of forging workforce development models that apply best practices. We know it takes collective effort to design adult-friendly, inclusive, agile, and scalable solutions that meet the big challenges of the day -- ranging from worker shortages, social and economic mobility, to equity in care. If these qualities speak to you, apply to become part of the Futuro Health team.

Position Summary: Under general supervision, the Desktop Support Technician at Futuro Health provides first-level technical support to personnel, ensuring seamless operations through adept handling of computer hardware, software, and cloud-based business applications. This role serves as the primary point of contact for IT support requests and is responsible for troubleshooting, resolving, documenting, and escalating technical issues as appropriate. The position offers flexible hours, typically adhering to an 8:00 AM - 5:00 PM PST schedule, Monday through Friday.

Essential Job Functions:

This is a Level 1 role. The Desktop Support Technician performs assigned tasks in the areas below under the direction of Systems Administrators and the IT Operations Manager, escalating issues that fall outside documented procedures.

End User Support

• Serve as the first point of contact for IT support requests, assisting employees by phone, email, chat, and remote assistance tools.
• Troubleshoot and resolve issues with desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve common issues with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), VPN connectivity, and other approved business systems.

Service Desk Operations

• Triage, prioritize, and respond to help desk tickets in accordance with service level expectations.
• Escalate issues beyond Level 1 scope to Systems Administrators, Application Administrators, Developers, or third-party vendors.
• Document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
• Identify recurring issues and recommend process improvements or knowledge base additions.

Accounts & Access

• Create, modify, and disable user accounts in support of onboarding, role changes, and offboarding requests.
• Assist employees with password resets, account lockouts, and multi-factor authentication (MFA).
• Configure mailboxes, shared mailbox access, distribution groups, and Teams membership.
• Assist Systems Administrators with Exchange Online, Teams, and SharePoint configuration requests, escalating changes that affect tenant-wide settings, mail flow, security policies, or permissions structures.

Device & Endpoint Management

• Provision, deploy, and support Windows workstations through Microsoft Intune, including enrollment, software installation, and updates.
• Coordinate hardware replacements, equipment returns, asset tracking, and device lifecycle records.
• Participate in Intune application packaging and automation efforts under the direction of Systems Administrators, with opportunity to build skills in endpoint deployment and scripting.

Security Support

• Serve as the intake point for endpoint security alerts and user-reported phishing or suspected security incidents, gathering relevant information and routing to Systems Administrators.
• Complete assigned containment and remediation steps under the direction of senior IT staff.
• Support enforcement of security policies, including device compliance and software update requirements.
• Promote security awareness by educating users on cybersecurity best practices.

Documentation & Training

• Create and maintain knowledge base articles, user guides, and repeatable support procedures.
• Provide end-user guidance and training on Microsoft 365 tools, including document sharing, permissions, and collaboration features.
• Other duties as assigned.

Qualifications:  

Required:

• 1+ years of experience in a help desk, desktop support, service desk, or technical support role.
• Experience troubleshooting Windows 11, Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), computer hardware, peripherals, and printers.
• Experience using an IT service management (ITSM) or help desk ticketing system to track, prioritize, document, and resolve support requests.
• Experience performing user account administration, password resets, and multi-factor authentication (MFA) support.
• Strong customer service, communication, and problem-solving skills.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.

Preferred:

• Experience with Microsoft Intune, Microsoft Entra ID, and endpoint management.
• Familiarity with Microsoft Defender and cybersecurity best practices.
• Experience supporting remote and hybrid workforces.
• CompTIA A+, Microsoft 365 Certified: Fundamentals (MS-900), or comparable technical certification.

Education: High school diploma or equivalent required. Completion of a technical training program or relevant industry certification preferred. A degree is not required for this role.

Supervisory Responsibility: This role does not have supervisory responsibility over other staff. 

Work Environment/Travel: This is a remote role. Travel will also be required to attend meetings and conferences twice per year to attend Futuro Health’s Spring and Fall In Person All Hands events. Participation in these events is an essential function of the role, as these gatherings support strategic alignment, cross department collaboration, and organizational effectiveness, which cannot be fully achieved in a virtual format. As a condition of employment, employees must be able to fulfill this twice-yearly travel requirement. Reasonable accommodations will be provided as required by applicable law.

Physical Demands: Able to sit, stand, and type for long periods of time. Ability to work irregular hours including after hours and weekends although this will be infrequent. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type: This position is full-time, non-exempt. The hours may include weekends, nights and holidays.

Comprehensive Benefits: These excellent benefits are designed to enhance you and your family's well-being and support your success.

• Platinum Tier Medical Plans: Choose from PPO, HMO, and HDHP options, all fully paid for by Futuro Health.
• Dental and Vision Plans: Comprehensive coverage, fully paid for by Futuro Health.
• Life and AD&D, Long and Short-term Disability, and EAP: Fully covered by Futuro Health to ensure your peace of mind.
• 401K Plans: Traditional and Roth Safe Harbor Plans with a 100% match up to 4% of employee contributions (subject to IRS limits). Immediate vesting.
• Flexible Spending Accounts: Options include FSA, HSA, and Limited FSA Plans.
• Voluntary Ancillary Benefits: Additional coverage for hospital stays, critical illness, accidents, legal services, identity theft protection, and pet care.
• Reimbursements: Mobile phone, internet, and gym membership costs.
• Wellness Programs: Access to a variety of wellness initiatives to support your overall health.
• Career Growth: Opportunities for professional development and advancement.

Equal Opportunity: Futuro Health is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. 

Requirements: