IT Support Technician

Laurel Lake is hiring an IT Support Technician for onsite support in Hudson, OH. This role is the first line of help for employees and Laurel Lake residents, with a focus on timely troubleshooting, clear communication, and staying aligned with security and healthcare privacy expectations. Compensation is $19–$28 per hour.

Benefits

• Medical Insurance through Meritain (Co-pay Plan) for employees working 30+ hours/week
• Dental coverage through Mutual of Omaha for employees working 30+ hours/week
• Vision coverage through Mutual of Omaha for employees working 30+ hours/week
• FSA (Flex Spending Account) for employees working 30+ hours/week
• Basic Life (1x annual salary) for employees working 30+ hours/week, with an option to purchase supplemental Life Insurance for self/spouse/child
• Short Term Disability for employees working 20+ hours/week after completion of six months of service
• 403(b) Retirement Program with potential match for employees up to 4%
• Section 125 Pre-Tax PTO (Vacation/Sick Time/Holiday)
• Tuition Assistance ($1250/$1750/$2500 maximum per year based on part-time or full-time status)
• Free On-Site CEU Opportunities
• Direct Deposit for payroll
• Competitive Wage Scale
• Free Parking
• Employee Dining Room with meals at nominal charge
• On-Site Health Club w/ Pool
• Employee Wellness Program
• Smoke-Free Campus and 24-Hour Campus Security
• Akron Metro Regional Transit Service
• Employee Family Assistance Program
• Discounted Membership to Life Center Plus/Hudson
• Award Programs (example: Employee of the Month)
• Staff/Resident Activities & Social Events
• Employee Referral Bonus Program
• Eligible for Christmas Bonus in December from residents

Responsibilities

• Provide first-level technical support via phone, email, ticketing system, and in-person assistance (primary method)
• Troubleshoot and resolve issues involving hardware, software, TV, remote, cable, internet, Wi-Fi, and peripherals
• Help configure and deploy desktop computers, laptops, tablets, printers, and mobile devices
• Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, OneDrive, and SharePoint
• Serve as the primary IT contact for Laurel Lake residents
• Support audiovisual equipment for meetings, training sessions, and presentations
• Assist with the acquisition, installation, and implementation of new programs/systems
• Staff training and onboarding for new employees and residents
• Manage user access support, including password resets and troubleshooting for PointClickCare and other healthcare applications
• Coordinate with clinical leadership and software vendors regarding technical issues
• Support barcode scanners, medication cart workstations, wireless devices, and resident care technology
• Create, modify, and disable user accounts per established procedures
• Assist with Microsoft 365 user management and licensing
• Maintain accurate records of technology assets and assigned equipment
• Ensure compliance with cybersecurity and HIPAA-related access requirements
• Troubleshoot workstation, printer, Wi-Fi, and network connectivity issues
• Assist with workstation imaging and system upgrades
• Escalate complex network and infrastructure issues to senior IT staff
• Monitor and maintain inventory of technology equipment and supplies
• Document incidents, service requests, and resolutions in the ticketing system
• Develop basic user guides and reference materials
• Provide one-on-one training and technology assistance to employees
• Support onboarding technology setup for new hires
• Follow all Laurel Lake security, privacy, and confidentiality policies
• Identify and report cybersecurity concerns immediately and support security awareness initiatives
• Assist with compliance requirements related to healthcare information systems
• Perform other related duties as needed

Requirements

• High school diploma or equivalent required
• Associate degree in Information Technology, Computer Science, or related field preferred
• 1-3 years of technical support or help desk experience preferred
• Experience supporting Microsoft Windows and Microsoft 365 environments
• Experience in healthcare, senior living, or long-term care preferred
• Microsoft Windows operating systems
• Microsoft 365 administration and support
• Active Directory and user account management
• PC hardware diagnostics and repair
• Printers and multifunction devices
• Wi-Fi and network troubleshooting
• Mobile device support
• Basic cybersecurity awareness
• Strong customer service orientation, with excellent verbal and written communication skills
• Problem-solving and analytical skills, with ability to prioritize multiple requests
• Strong organizational skills
• Ability to work independently and as part of a team
• Patience and professionalism when assisting end users
• Ability to lift and transport equipment up to 50 pounds
• Ability to walk throughout campus facilities
• Ability to work under desks, install equipment, and handle cabling when needed
• Ability to sit, stand, bend, and use computer equipment for extended periods

Job Details

• Location: Hudson, OH (onsite)
• Pay: $19–$28 per hour
• Minimum experience: 1 year

Key Technologies

• Microsoft 365, Outlook, Teams, Word, Excel, OneDrive, SharePoint
• PointClickCare
• Active Directory
• Wi-Fi
• Barcode scanners
• Medication cart workstations
• Wireless devices
• Microsoft Windows
• Printers and multifunction devices
• Mobile device support
• HIPAA
• TV, remote, cable

Physical Demands (Non-Patient Care Staff, 21–50 lbs.)

• Occasional: 1 to 33% of workday
• Frequent: 34 to 66% of workday
• Constant: 67 to 100% of workday
• Not at all: 0% of workday

Job Hazard Risks

• Lifting
• Infectious Disease Exposure
• Hazard Materials Exposure (Nuclear, Biological, Chemical)
• Workplace Violence Potential

Position Specifications: This job description identifies the general nature and level of work to be performed and is not an exhaustive list of responsibilities, duties, or skills required.