Helpdesk Technician I

We are seeking a Helpdesk Technician I to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role

The Helpdesk Technician I plays an essential role in supporting the IT infrastructure by providing first-level technical support to end-users. This position is responsible for promptly diagnosing and resolving hardware, software, and network issues to ensure minimal disruption to healthcare operations. The Helpdesk Technician I will serve as the initial point of contact for technical assistance, managing support requests through various communication channels while maintaining a high level of customer service. By effectively troubleshooting and escalating complex issues when necessary, the Helpdesk Technician I contributes to the overall efficiency and reliability of IT services that support patient care and administrative functions. This role requires a proactive approach to learning and adapting to new technologies and healthcare-specific software systems to meet the evolving needs of the organization.

Minimum Qualifications

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

Preferred Qualifications

• Associate degree or certification in Information Technology, Computer Science, or 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 Our Mission and models 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 all support activities and resolutions accurately in the helpdesk ticketing system to maintain clear communication and tracking.
• 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.