Senior Service Desk Technician

About ElasticIT

At ElasticIT, we're building a world where healthcare workers never wait for technology. We're not just another IT support company, we're the team that rescues healthcare providers when technology threatens patient care, turning chaos into clarity and making ordinary teams extraordinary through the right technology.

We specialize in healthcare IT, providing managed services, custom software development, and HIPAA-compliant solutions that ensure medical professionals can focus on what matters most: their patients, not their systems. Our North Star is audacious yet simple: by 2050, we will eliminate repetitive IT tasks for 1 million healthcare workers, proving that the right technology makes ordinary people extraordinary.

Our Values: The DNA of How We Operate

Our values aren't just words on a wall, they're the blueprint for every interaction, every solution, and every relationship we build:

Our Core Values

SIMPLIFY THE OVERWHELMING: Cut through confusion with clarity and convert half-hour tasks into one-click wins

RESCUE WHEN OTHERS PANIC: Respond when others would panic and deliver the impossible under pressure

BUILD LASTING CAPABILITY: Create tools that spread like wildfire and teams that work without micromanaging

PERSIST THROUGH CHAOS: Adapt when goalposts keep moving and turn disasters into relationships

ENABLE HUMAN PURPOSE: Remove barriers so the focus can be on patients, not systems


The Role

You'll be the person who sees what others miss, the patterns in the chaos, the root causes beneath the symptoms, the opportunities hidden in problems. When three different practices call with "emergencies" simultaneously, you'll instinctively know which is truly critical and which can wait. You'll spot the recurring issue that everyone else treats as isolated i ---------- .

More importantly, you'll be the person who makes everyone around you better. Not through commanding or controlling, but by asking the right questions that help technicians find their own answers. By providing just enough support to build confidence without creating dependence. By recognizing potential in tea ---------- mbers before they see it in themselves.

This isn't about theoretical leadership or rigid hierarchies, it's about having the insight to understand what your team truly needs to succeed, then providing exactly that. When a practice's systems crash during peak hours, you won't just solve the problem, you'll strengthen your team's ability to handle the next crisis independently.

What You'll Actually Be Doing…

See the full picture: Analyze i ---------- patterns others overlook, identify root causes that prevent future failures, and recognize which "urgent" issues are truly critical

Elevate your team's potential: Ask the questions that help technicians discover solutions themselves, provide the exact support needed without creating dependence

Clear the path to success: Remove obstacles before your team encounters them, anticipate roadblocks and eliminate them proactively

Make the right calls: Evaluate multiple solution approaches quickly, choose the path that balances speed, quality, and learning opportunities

Strengthen through adversity: Transform every crisis into a teaching ---------- nt, help your team grow stronger from each challenge

Connect dots others don't see: Link seemingly unrelated issues to systemic problems, recognize improvement opportunities in daily operations

Support without hovering: Know exactly when to step in and when to step back, provide scaffolding that can be removed as confidence grows

Build independence, not dependence: Guide tea ---------- mbers to solve increasingly complex problems on their own

What We're Looking For

Must Have Experience:

3+ years leading/mentoring technical support teams

Healthcare IT environments or regulated industries experience

Enterprise-level support experience

High-pressure technical escalations handling

HIPAA compliance or similar regulatory frameworks

Process improvement and team capability building track record

Who you are:

Someone who reads between the lines; you notice what's not being said in support tickets, spot patterns in seemingly random issues, and understand the real problem behind the stated problem

A natural talent spotter who sees capabilities in people they don't yet recognize in themselves and knows exactly how to nurture that potential

Instinctively analytical with the ability to quickly assess complex situations, weigh multiple factors simultaneously, and make sound decisions with incomplete information

A catalyst for growth who gets genuine satisfaction from watching tea ---------- mbers solve problems they couldn't handle last month

Comfortable with ambiguity because you trust your judgment to find clarity in confusion and help others do the same

Someone who asks powerful questions rather than giving immediate answers, knowing that discovery beats instruction every time

Energized by helping others succeed; your best days are when a tea ---------- mber has a breakthrough or handles a crisis without your help

What We Offer

Meaningful impact: Shape how healthcare technology supports patient care while developing the next generation of healthcare IT professionals

Growth trajectory: Clear pathways to senior technical leadership, with ongoing training in emerging healthcare technologies and AI-powered solutions

Innovation environment: Work with cutting-edge healthcare IT, from AI appointment systems to advanced EHR integrations

Team excellence: Join passionate professionals who thrive under pressure and take pride in making the impossible routine

Competitive package: Reflecting your expertise and the critical nature of healthcare IT support

Purpose-driven culture: Where every ticket resolved means a healthcare worker can focus on patients, not technology

Join Our Mission

We need someone who understands that true leadership isn't about having all the answers, it's about knowing which questions to ask and when to ask them. Someone who finds fulfilment not in being the hero, but in creating an environment where heroes emerge naturally from your team.

If you're ready to use your insight to transform how healthcare IT works, your judgment to navigate critical decisions, and your ability to elevate others to build something extraordinary, let's talk about how you can help us eliminate repetitive IT tasks for 1 million healthcare workers.

READY TO APPLY?
Complete our application form: ----------

WHAT WE WANT TO SEE
- A short video introducing yourself (2-5 minutes long)
- Specific skills or qualifications relevant to the role
- Past relevant experience
- Why you'd be good for this role