Catholic Health Services is seeking a Level 1 Help Desk Support Specialist to deliver first-level technical assistance to internal staff at the Lauderdale Lakes, FL location. In this onsite role, you will handle IT questions, diagnose issues, and work to resolve support tickets in a timely and effective way, including support for hybrid and remote environments.
You will use a mix of phone, email, chat, and remote tools to guide users through common technology challenges, while documenting solutions to strengthen the team’s knowledge base.
What You’ll Do
- Provide prompt, friendly, and professional help desk support via phone, email, chat, or remote tools.
- Assist users with hardware, software, networking, and cloud-based applications (including Microsoft 365).
- Manage and track help desk tickets in the ticketing system.
- Troubleshoot and resolve issues involving desktops, laptops, mobile devices, and collaboration tools.
- Educate users on email and best practices, including phishing awareness and multi-factor authentication (MFA).
- Document problems and resolutions to keep the internal knowledge base current.
- Assist with onboarding tasks such as setting up accounts, hardware, and software for new employees.
- Provide remote and on-site support as needed to minimize downtime for end users.
- Collaborate with other IT teams and escalate complex issues when required.
- Support compliance and security standards that protect company systems and data.
- Complete special assignments directed by the Director of IT.
- Help as needed during emergencies.
- Maintain required certifications and complete mandatory skill updates.
- Follow all applicable company policies and local, state, and federal laws and regulations.
- Perform other duties as assigned.
Education and Experience
- High school diploma or equivalent required.
- Bachelor’s degree in information technology, Computer Science, or a related field is preferred.
- Prior experience in IT support or a help desk role is preferred.
- Experience troubleshooting hardware, software, networking, and cloud services (including Microsoft 365) is required.
Skills and Qualifications
- Strong communication and interpersonal skills for working with staff at all levels.
- Knowledge of operating systems (Windows, macOS) and mobile devices.
- Familiarity with ticketing systems and remote support tools.
- Ability to manage time effectively, handle multiple tasks, and remain calm under pressure.
- Strong problem-solving mindset with attention to detail.
- CompTIA A+ or CompTIA Security+.
- Valid Florida driver’s license.
- Ability to read, write, and understand the English language.
Additional Information
- Location: Lauderdale Lakes, FL (onsite)
- Technologies: Microsoft 365, Windows, macOS
- Supervisory Responsibility: May serve as an interim department leader depending on need.
- Schedule: Work schedule may include working beyond typical hours, including weekends and holidays.
Physical Requirements
- Ability to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
- Ability to walk, climb stairs or ladders, and stand for extended periods.
- Office environment with moderate to loud noise level.
- Frequent interruptions are expected.
- Hand dexterity required for keyboard data entry, including finger dexterity and eye-hand coordination.
Notice of AI Use in Job Application Review
As part of Catholic Health Services’ commitment to a fair, efficient, and consistent hiring process, artificial intelligence (AI) may be used to help recruiting teams organize, summarize, and analyze information provided by candidates, including resumes and other materials submitted during the application process. AI may identify patterns, highlight relevant skills and experience, and assist in comparing qualifications to role requirements. These tools support efficiency and consistency while the hiring team makes the final hiring decisions.
