IT Support Technician - Tier I (This is an in-house position; it is not remote.)

Job Description

Job Description

This position is full time, 4o hrs. per week. The standard schedule will be Monday through Friday, 8:00am-4:30pm with occasional off-hours when/if needed.

SUMMARY OF JOB RESPONSIBILITIES:

The Tier 1 IT Support Technician provides first-level technical support to employees across Independent Living, Assisted Living, Skilled Nursing, Administrative Offices, and Campus Operations. This position serves as the primary point of contact for technology-related issues and is responsible for troubleshooting hardware, software, network connectivity, Microsoft 365 applications, printing systems, and healthcare-specific technology platforms. The technician delivers exceptional customer service while ensuring timely resolution of technical issues that support resident care, operational efficiency, and regulatory compliance.

 

PRINCIPAL JOB ACCOUNTABILITIES:

 

End User Support

• Provide first-level technical support via phone, email, ticketing system, and in-person (primary method) assistance.

• Troubleshoot and resolve hardware, software, TV, remote, cable, internet, Wi-fi, and peripheral issues.

• Assist in configuring and deploy desktop computers, laptops, tablets, printers, and mobile devices.

• Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, OneDrive, and SharePoint.

• Be the primary IT contact for Laurel Lake residents for their needs.

• Support audiovisual equipment for meetings, training sessions, and presentations.

• Assist in the acquisition, installation, and implementation of new programs/systems.

• Staff training and onboarding for new employees and residents

Healthcare Systems Support

• Assist with user access, password resets, and troubleshooting for PointClickCare and other healthcare applications.

• Coordinate with clinical leadership and software vendors regarding technical issues.

• Support barcode scanners, medication cart workstations, wireless devices, and resident care technology.

Account Administration

• Create, modify, and disable user accounts according to established procedures.

• Assist with Microsoft 365 user management and licensing.

• Maintain accurate records of technology assets and assigned equipment.

• Ensure compliance with cybersecurity and HIPAA-related access requirements.

Hardware and Network Support

• Troubleshoot workstation, printer, Wi-Fi, and network connectivity issues.

• Assist with workstation imaging and system upgrades.

• Escalate complex network and infrastructure issues to senior IT staff.

• Monitor and maintain inventory of technology equipment and supplies.

Documentation and Training

• Document incidents, service requests, and resolutions within the ticketing system.

• Develop basic user guides and reference materials.

• Provide one-on-one training and technology assistance to employees.

• Assist with onboarding technology setup for new hires.

Security and Compliance

• Follow all Laurel Lake security, privacy, and confidentiality policies.

• Identify and report cybersecurity concerns immediately.

• Support security awareness initiatives and best practices.

• Assist with compliance requirements related to healthcare information systems.

 

JOB ACCOUNTABILITIES – Other:

1.         Performs other related duties as needed.

 

QUALIFICATIONS

 

EDUCATION :

• Associate degree in Information Technology, Computer Science, or related field preferred.

• High school diploma or equivalent required.

 

EXPERIENCE:

• 1-3 years of technical support or help desk experience preferred.

• Experience supporting Microsoft Windows and Microsoft 365 environments.

• Experience in healthcare, senior living, or long-term care environments preferred.

 

TECHNICAL SKILLS:

• Microsoft Windows operating systems

• Microsoft 365 administration and support

• Active Directory and user account management

• PC hardware diagnostics and repair

• Printers and multifunction devices

• Wi-Fi and network troubleshooting

• Mobile device support

• Basic cybersecurity awareness

 

PREFERRED SKILLS:

• PointClickCare

• Microsoft 365 E5 environment

• SharePoint

• Teams

• CoPilot

• Senior living or healthcare operations

• AI agent creation

• HIPAA compliance

 

COMPETENCIES:

• Strong customer service orientation

• Excellent verbal and written communication skills

• Problem-solving and analytical skills

• Ability to prioritize multiple requests

• Strong organizational skills

• Ability to work independently and as part of a team

• Patience and professionalism when assisting end users

 

PHYSICAL REQUIREMENTS:

• Ability to lift and transport equipment up to 50 pounds.

• Ability to walk throughout campus facilities.

• Ability to work under desks, install equipment, and handle cabling when needed.

• Ability to sit, stand, bend, and use computer equipment for extended periods.

 

PERFORMANCE RISKS:

• Help desk ticket response time

• Ticket resolution time

• User satisfaction scores

• Equipment deployment accuracy

• Documentation completion

• Compliance with security policies

 

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

 

Non-Patient Care Staff (21-50 lbs.) – Physical Demands

 

Occasional – 1 to 33% of workday

Frequent – 34 – 66% of workday

Constant – 67 – 100% of workday

Not at all – 0% of workday

 

Occasional

Lift 0-50#, 6-36” from floor; lift 0-30#, 6-72” from floor; climbing stairs; climbing ladders, working from heights, crawling, kneeling, running, operating machines: (2 foot/feet).

 

Frequent

Unilateral horizontal reach 0-18”; unilateral vertical reach 36—72”; bilateral carry 100’, 50#; push/pull 100’, 19 ft. lbs.; lift 0-30#, 6-36” from floor; lift 0-50#, 36-48” from floor; operating machines: (2 hand(s)).

 

Constant

Sitting, standing, walking: 2.3 mph, 0 incline; bilateral fine motor manipulation; functional near, far, color vision aided or unaided; functional hearing aid or unaided; functional verbal communication skills; working overtime as assigned to meet operational/patient care demands.

 

Not at All

Hold 200# patient sidelying while doing procedure x 2 min; roll 200# patient away/toward self; transfer 105# person chair-chair 5x/hr. with gait belt; bed-cart transfer with 200# person and assist of one with sheet; more 200# person up in bed with assist of one and sheet.

 

Category II Job Classification – Laurel Lake employees who have jobs with tasks that rarely involve exposure to blood, body fluids, or tissues and have no contact with used sharps.

 

Job Hazard Risks:

Lifting

Infectious Disease Exposure

Hazard Materials Exposure (Nuclear, Biological, Chemical)

Workplace Violence Potential

POSITION SPECIFICATIONS:

 

This job description identifies the general nature and level of work to be performed.  It is not to be considered an exhaustive list of responsibilities, duties or skills required of an incumbent.

BENEFITS YOU WILL ENJOY AS A LAUREL LAKE EMPLOYEE:

• Medical Insurance through Meritain (Co-pay Plan) — for all employees working 30+ hrs. per week

• FSA (Flex Spending Account) — for all employees working 30+ hrs. per week

• Dental coverage through Mutual of Omaha — for all employees working 30+ hrs. per week

• Vision coverage through Mutual of Omaha for all employees working 30+ hrs. per week

• Basic Life (1x annual salary) - for all employees working 30+ hrs. per week Option to purchase supplemental Life Insurance for self/spouse/child

• Short Term Disability - for all employees working 20+ hrs. per week after completion of six months of service

• 403(b) Retirement Program — potential match for employees up to 4%

• Section 125 Pre-Tax PTO (Paid Time Off) used for Vacation/Sick Time/Holiday

• Tuition Assistance ($1250/$1750/$2500) is the maximum amount that you are eligible for per year based on part time or full-time status)

• Free On-Site CEU Opportunities

• Shift Differential for 2nd/3rd shift Clinical positions (CNA/LPN/RN)

• Competitive Wage Scale

• Direct Deposit for Payroll

• Discounted Membership to Life Center Plus/Hudson

• Employee Family Assistance Program

• On-Site Health Club w/Pool

• Employee Wellness Program

• Smoke-Free Campus

• 24-Hour Campus Security

• Akron Metro Regional Transit Service

• Award Programs (i.e. Employee of the Month)

• Staff/Resident Activities & Social Events

• Employee Dining Room with Meals at Nominal Charge

• Free Parking

• Employee Referral Bonus Program

• Eligible for Christmas Bonus in December from the Residents