IT Help Desk Technician I

Description

The IT Help Desk Technician I serves as the first point of contact for technical support across the organization. This role is responsible for resolving Tier I technical issues, providing excellent customer service, and supporting daily IT operations that enable staff to work efficiently and securely.

Responsibilities and Duties:

• Serve as the first point of contact for IT support requests via ticketing system, email, phone, chat, or in person.
• Troubleshoot and resolve Tier 1 issues including password resets, basic hardware support, software issues, and connectivity problems.
• Document all incidents, requests, and resolutions accurately in the IT service management system (e.g., FreshService).
• Assist with user onboarding and offboarding, including account provisioning and equipment setup.
• Support desktop and laptop computers, mobile devices, printers, and standard peripherals.
• Provide basic support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and Google Workspace.
• Coach, teach and mentor.
• Support LHMSH culture by promoting “Friendly, Positive, and Focused on Excellence”.
• Protect the legal, financial, and moral well-being of Larry H. Miller Senior Health.
• All other duties as assigned.

Requirements

Job Qualifications:

• High school diploma or equivalent required; Associate degree in Information Technology or related field preferred.
• CompTIA A+ certification preferred or ability to obtain within 6–12 months. 
• 0–2 years of experience in an IT help desk, technical support, or customer service role.

Physical Requirements:

• Regularly required to walk, sit, stand, bend, reach, talk hear, kneel, crouch, stretch, twist, lift 40 pounds and move about.
• Required vision includes close, vision, distance, peripheral, and the ability to adjust focus.
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to carefully consider all information and make impacting decisions on a regular basis.
• Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager.
• Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
• Ability to communicate effectively, both orally and in writing.