Help Desk Technician / Level I Support

The Help Desk Technician / Level I Support role is part of the IT team for CAPS & Maple City in Goshen, IN, focusing on day-to-day technical support and the steady operation of key systems. This position handles help desk tickets and provides first-level assistance using Microsoft platform tools.

Onsite Location

Goshen, IN (onsite)

Role Overview

In this position, you will ensure technical infrastructure supports staff needs reliably and efficiently. The role includes ticket management and Level I support, with work aligned to tools and systems in the Microsoft environment such as Entra, Intune, and Azure. Epic (electronic health record) is also part of the technology stack.

Responsibilities

• Manage Help Desk tickets promptly and effectively
• Provide L1 support using multiple tools and systems within the Microsoft platform, including Entra, Intune, and Azure
• Respond to staff issues by phone, email, and chat
• Run diagnostics to resolve customer-reported issues
• Install, make changes to, and repair computer hardware and software
• Follow up with staff to confirm issues are resolved
• Complete daily, weekly, and monthly systems audits to support high reliability
• Maintain internal inventory systems to ensure accuracy
• Create, edit, and modify team documentation for systems and workflows
• Demonstrate effective interpersonal skills
• Perform other assigned duties that support shared work

Requirements

• Strong working knowledge of computer systems, including hardware and software
• Solid documentation and writing skills
• Strong problem-solving, analytical, and team-working skills
• Excellent communication and interpersonal skills
• Strong time management for both short-term and long-term goals and tasks
• Willingness to learn new technologies
• Self-motivated critical thinking
• Commitment to collaborate within the organization
• Ability to work in prolonged periods in front of a computer
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
• Federal requirement to verify identity and eligibility to work in the U.S.

Required Qualifications

• Minimum experience: 1 years
• Education: Associate degree or above preferred

Technologies

• Entra
• Intune
• Azure
• Epic (electronic health record)

Benefits

• Competitive salary and benefits package including retirement plan, health insurance, and childcare reimbursement
• Opportunities for professional development and growth
• Access to a large-scale network and tools, with support to learn
• Training and management of Epic skills and tools
• Supportive and inclusive workplace culture
• Opportunity to make a meaningful impact on the healthcare experience in the community