Help Desk Technician (Level 1)

About the role

Lake Butler Hospital is a critical access hospital providing 24-hour emergency services, inpatient hospitalization, inpatient short-term rehab, outpatient rehabilitation services, laboratory, and radiology services to Union County and the surrounding counties. We are seeking a customer-focused Help Desk Technician (Level 1) to serve as the first point of contact for internal users requiring technical assistance. This position provides frontline support by diagnosing and resolving basic hardware, software, and connectivity issues, managing IT service requests and tickets, and escalating more complex technical concerns as appropriate.

Responsibilities

• First-Line Support: Respond to user requests via phone, email, and chat.
• Ticket Management: Log, categorize, track, and close technical support tickets.
• Troubleshooting: Diagnose basic hardware, software, network, and printer issues.
• Account Provisioning: Handle password resets and unlock user accounts.
• Remote Assistance: Guide users through step-by-step technical fixes remotely.
• Escalation: Route complex or unresolved issues to Tier 2 and Tier 3 support.
• Documentation: Update internal knowledge base articles with common solutions.

Requirements

• High school diploma or equivalent; IT certifications (CompTIA A+, Network+) are a plus.
• 0–2 years of experience in tech support, retail tech, or customer service.
• Basic familiarity with Windows 10/11, macOS, and mobile operating systems.
• Experience with Microsoft 365, Google Workspace, or standard web apps.

Skills

• Excellent verbal communication and active listening.
• Strong empathy for users and problem-solving abilities.
• Analytical mindset and commitment to responsive, professional support.