Helpdesk Technician I

The Helpdesk Technician I at Independent Living Systems delivers first-level technical support to end-users, serving as the initial point of contact for helpdesk requests. This onsite role in Miami, FL supports troubleshooting and resolution of hardware, software, and connectivity issues, with appropriate documentation and escalation.

What You’ll Do

• Handle incoming helpdesk requests using phone, email, or the 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.
• Support user account management activities, including password resets, access permissions, and software installations.
• Record all support activity and outcomes accurately in the helpdesk ticketing system to maintain clear communication and tracking.
• Coordinate with senior IT staff to escalate issues that cannot be resolved at the first level.
• Complete ongoing training to remain current with healthcare IT systems and best practices.
• Maintain alignment with Our Mission and follow ILS Experience Standards of Excellence.

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, including 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 the educational requirement on a year-for-year basis.

Preferred Qualifications

• Associate degree or certification in Information Technology, Computer Science, or a 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.

Technologies You May Work With

• Windows
• Electronic Health Records (EHR)
• Health Information Management Systems
• TCP/IP
• VPN
• Wireless technologies
• CompTIA A+