IT Help Desk Technician I

IT Help Desk Technician I

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 1 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.

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 612 months.
• 02 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 closeness, 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.

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position:

• Operate with Integrity: Demand the highest ethical standards from self and others by setting an example of positive attitude and professionalism including appropriate work attire, communication with others, and treatment of staff and residents and maintaining a clean and orderly workspace.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
• Dependability: Consistent, punctual attendance at work; following instructions; responding to management direction and soliciting feedback to improve performance.
• Self-Control: Ability to maintain composure, manage emotions, control anger and avoid aggressive behavior, even in very difficult situations.
• Communication: Basic ability to read and write, ability to effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and residents, being aware of others' reactions, and understanding why they react as they do.
• English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Time Management: The ability to integrate methods of time management to ensure the needs of residents are met; regular day to day tasks are completed while balancing any urgent situations that may arise.
• Active Listening: Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.