Help Desk Technician (Level 1)

Description

Lake Butler Hospital is a critical access hospital providing 24-hour emergency services, inpatient hospitalization, inpatient short-term rehab, outpatient rehabilitation services, laboratory, and radiology services to Union County and the surrounding counties. We are devoted to providing all members of our community with premier-quality health care in a compassionate and inviting environment.

 We are seeking a customer-focused Help Desk Technician (Level 1) to serve as the first point of contact for internal users requiring technical assistance. This position provides frontline support by diagnosing and resolving basic hardware, software, and connectivity issues, managing IT service requests and tickets, and escalating more complex technical concerns as appropriate. The ideal candidate will possess strong communication and problem-solving skills, an analytical mindset, and a commitment to delivering responsive, professional, and user-focused technical support. 

Essential Duties & Responsibilities

• First-Line Support: Respond to user requests via phone, email, and chat.
• Ticket Management: Log, categorize, track, and close technical support tickets.
• Troubleshooting: Diagnose basic hardware, software, network, and printer issues.
• Account Provisioning: Handle password resets and unlock user accounts.
• Remote Assistance: Guide users through step-by-step technical fixes remotely.
• Escalation: Route complex or unresolved issues to Tier 2 and Tier 3 support.
• Documentation: Update internal knowledge base articles with common solutions.

 Qualifications & Skills

• Education: High school diploma or equivalent; IT certifications (CompTIA A+, Network+) are a plus.
• Experience: 0–2 years of experience in tech support, retail tech, or customer service.
• OS Knowledge: Basic familiarity with Windows 10/11, macOS, and mobile operating systems.
• Software: Experience with Microsoft 365, Google Workspace, or standard web apps.
• Soft Skills: Excellent verbal communication, active listening, and strong empathy for users.