HELPDESK LEVEL 1 (ONSITE)

Catholic Health Services•Lauderdale Lakes, FL

About The Position

The Help Desk Support Specialist – Level 1 provides first-level technical support to internal staff, diagnosing and resolving technical issues and responding to IT inquiries. The role supports users in hybrid and remote environments and aims to resolve support requests promptly and effectively. Support is provided by phone, email, chat, remote tools, and on-site as needed. The specialist assists with hardware, software, networking, cloud-based applications, accounts, and user equipment; documents tickets and resolutions; and escalates complex issues to other IT teams. The role also supports compliance and security standards and may include occasional on-call, after-hours, weekend, or holiday work during critical events or updates. Work may be on-site, remote, or hybrid according to business needs, with travel to company facilities for on-site support.

Requirements

High school diploma or equivalent required.
Experience troubleshooting hardware, software, networking, and cloud services such as Microsoft 365.
Strong communication and interpersonal skills for working with staff at all levels.
Knowledge of Windows and macOS operating systems and mobile devices.
Familiarity with ticketing systems and remote support tools.
Ability to manage time, handle multiple tasks, and remain calm under pressure.
Strong problem-solving mindset and attention to detail.
CompTIA A+ or CompTIA Security+ certification.
Valid Florida driver's license.
Ability to read, write, and understand English.
Ability to lift and/or move up to 25 pounds and occasionally up to 50 pounds; walk, climb stairs or ladders, stand for extended periods, and perform keyboard data entry requiring finger dexterity and eye-hand coordination.

Nice To Haves

Bachelor’s degree in information technology, computer science, or a related field preferred.
Prior experience in IT support or a help desk role preferred.

Responsibilities

Provide prompt, professional support by phone, email, chat, or remote tools.
Support users with hardware, software, networking, and cloud-based applications such as Microsoft 365.
Manage and track help desk tickets in the ticketing system.
Troubleshoot desktops, laptops, mobile devices, and collaboration tools.
Guide users on email best practices, phishing awareness, and multi-factor authentication.
Document issues and resolutions in the internal knowledge base.
Help set up accounts, hardware, and software for new employees.
Provide remote and on-site support to minimize end-user downtime.
Collaborate with other IT teams and escalate complex issues when necessary.
Support compliance and security standards that protect company systems and data.
Pursue special assignments as instructed by the Director of IT.
Assist during emergencies and maintain required certifications and mandatory skill updates.
Travel to company facilities for on-site support.
Comply with company policies and applicable local, state, and federal laws and regulations.
Perform other duties as assigned.
May serve as an interim department leader depending on need.