IS Helpdesk Technician Jr

Established in 1980, the Greater Lawrence Family Health Center, Inc. (GLFHC) is a multi-site, mission-driven, non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to a culturally diverse population throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites in Lawrence, Methuen, and Haverhill and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is searching for a Health Desk Technician, Jr. to join our team. The Junior Helpdesk Technician provides entry‑level, first‑line technical support to end users for basic hardware, software, and access issues. This role focuses on learning, troubleshooting fundamentals, and customer service, while escalating more complex issues to senior Information Services staff. The position supports daily Help Desk operations under close supervision and contributes to maintaining system integrity and user productivity.

• Assist in staffing the Information Services Help Desk by responding to, logging, and triaging user requests in the ticketing system.
• Provide basic troubleshooting for common end‑user issues related to:
  • Windows workstations
  • Microsoft Office / O365
  • Printers and peripherals
  • Password resets and account access (per policy)
• Escalate unresolved or complex issues to senior Help Desk or Information Services staff following established procedures.
• Educate users on basic problem resolution and proper system usage when appropriate.
• Assist with the setup, deployment, and replacement of computer equipment and peripherals.
• Maintain accurate ticket documentation, inventory records, and service logs as required.
• Works under direct supervision with defined procedures and escalation paths.
• Focuses on learning systems, tools, and workflows rather than independent problem ownership.
• Does not provide after‑hours on‑call coverage initially (may be introduced as skills develop).

Qualifications:

• 0–1 years of experience in a help desk, technical support, or customer service environment.
• Basic familiarity with:
  • Windows operating systems
  • Microsoft Office and O365 applications
• Interest in learning networking fundamentals, PC hardware, and Windows Server concepts.
• Strong customer service skills with the ability to communicate technical information clearly and professionally.
• Ability to follow documented procedures and escalate issues appropriately.

Education

• High school diploma or equivalent required.
• Coursework, certification, or enrollment in an IT‑related program preferred (e.g., Information Technology, Computer Science, or similar).

GLFHC offers a great working environment, comprehensive benefit package, growth opportunities and tuition reimbursement.