Tier I IT Technician

Fair Haven Community Health Care•New Haven, CT

About The Position

For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care. Job purpose Reporting to the Assistant Director of IT, the Tier 1 IT Technician provides foundational technical support to end users by logging incidents and service requests, troubleshooting hardware, software, and basic network issues, and ensuring service levels and performance targets are met. Designed for individuals at the early stages of their IT career, the position requires strong problem‑solving abilities, effective communication skills, and a desire to learn and grow. Duties and responsibilities The Tier 1 technician maintains high customer satisfaction while supporting continuous and reliable service delivery. This role assists in the daily operation and upkeep of the organization’s IT infrastructure to ensure consistent system performance. Typical duties include but are not limited to:

Requirements

Candidates must have a minimum of a high school diploma, with a college degree preferred and technical certifications considered highly desirable.
The role requires at least one year of current IT support experience, ideally within the healthcare or high‑tech industry, as well as hands-on experience supporting Microsoft Windows 11.
Strong customer service or call center experience is essential, along with a positive, flexible, and customer‑oriented attitude.
Applicants must demonstrate excellent written and verbal communication skills, the ability to explain technical concepts to non‑technical users, and the patience to remain calm and professional in stressful situations.
Success in this position requires effective multitasking, strong time‑management and prioritization skills, a broad understanding of computer hardware, software, and Microsoft technologies, and a self-motivated approach to working independently and learning new systems.
This position requires the ability to lift up to 50 pounds.
Additionally, the candidate will be required to use their personal vehicle for work-related duties.

Responsibilities

Provide exceptional customer service and technical support to end users by identifying, researching, and resolving a wide range of hardware and software issues in a timely manner.
Deliver both in‑person and remote assistance to staff across all organizational sites.
Track, prioritize, and monitor service requests to ensure timely resolution, while keeping end users informed of progress and status updates.
Create, maintain, and update internal IT documentation, including procedures, troubleshooting guides, and best practices; publish and organize materials within Microsoft Teams.
Diagnose and resolve software and hardware incidents involving Windows operating systems and various enterprise applications; perform thorough problem analysis and escalate incidents to Tier II or other IT teams when necessary.
Accurately record, update, and document all service requests and activities in the IT Help Desk system.
Collaborate with end users and internal support teams to gather problem details and support trend analysis for continuous service improvement.
Maintain clear and professional verbal communication skills, with the ability to interact effectively with technical and non‑technical staff at all organizational levels; may assist with providing basic IT training.
Demonstrate strong teamwork abilities and adaptability when managing shifting priorities and workload demands.
Travel to all FHCHC locations as required to provide onsite technical support.
Maintain inventory of computers, printers, peripherals, and related equipment; coordinate with vendors as necessary.
Develop, update, and distribute support documentation designed to help users resolve issues quickly and improve self‑sufficiency.
Create and manage user accounts in Active Directory for new employees; perform password resets for Active Directory, voicemail systems, and Office 365 accounts.
Manage Office 365 accounts as needed, including the creation and maintenance of distribution lists.
Install, configure, update, and maintain software and hardware components as required.
Assist with computer imaging, peripheral deployment, and the removal or replacement of IT hardware.
Support various IT‑related projects and initiatives across the organization.
Set up and support site‑to‑site communication tools, including meeting and conferencing setups.
Cross‑train in designated Tier II functions as needed to support departmental operations.