Helpdesk Technician I

Independent Living Systems • Miami, FL

1d

About The Position

The Helpdesk Technician I supports the IT infrastructure by providing first-level technical support to end-users. The role diagnoses and resolves hardware, software, and network issues to minimize disruption to healthcare operations, serving as the initial point of contact for technical assistance and managing requests through phone, email, or a ticketing system. The technician provides professional customer service, troubleshoots and escalates complex issues when needed, and helps maintain reliable IT services supporting patient care and administrative functions. The role also requires ongoing learning about new technologies and healthcare-specific software systems.

Requirements

• High school diploma or equivalent; relevant experience may substitute for the educational requirement on a year-for-year basis.
• Basic understanding of computer hardware, operating systems (Windows preferred), and common software applications.
• One year of experience providing technical support in a professional environment, preferably in healthcare or a related field.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice To Haves

• Associate degree or certification in Information Technology, Computer Science, or a related field.
• Experience with healthcare information systems such as Electronic Health Records (EHR) or Health Information Management Systems.
• Familiarity with network fundamentals, including TCP/IP, VPN, and wireless technologies.
• CompTIA A+ or similar technical certification.

Responsibilities

• Demonstrate commitment to the organization's mission and model ILS Experience Standards of Excellence.
• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose, troubleshoot, and resolve hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, and mobile devices.
• Assist with user account management, including password resets, access permissions, and software installations.
• Document support activities and resolutions accurately in the helpdesk ticketing system.
• Collaborate with senior IT staff to escalate unresolved issues.
• Participate in ongoing training to stay current with healthcare IT systems and best practices.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED