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 a critical 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 technician 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.
• 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.
• Prior experience working in a healthcare or social assistance setting.

Responsibilities:

• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, and mobile devices.
• Assist with user