IS Helpdesk Technician Jr

About the role

Established in 1980, the Greater Lawrence Family Health Center, Inc. (GLFHC) is a multi-site, mission-driven, non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to a culturally diverse population throughout the Merrimack Valley. GLFHC is nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics) and has clinical sites in Lawrence, Methuen, and Haverhill. It also sponsors the Lawrence Family Medicine Residency program.

Responsibilities

• Provide entry-level, first-line technical support to end users for basic hardware, software, and access issues.
• Focus on learning, troubleshooting fundamentals, and customer service, while escalating more complex issues to senior Information Services staff.
• Support daily Help Desk operations under close supervision and contribute to maintaining system integrity and user productivity.
• Assist in staffing the Information Services Help Desk by responding to, logging, and triaging user requests in the ticketing system.
• Provide basic troubleshooting for common end-user issues related to: Windows workstations, Microsoft Office / O365, printers and peripherals, password resets and account access (per policy).
• Escalate unresolved or complex issues to senior Help Desk or Information Services staff following established procedures.
• Educate users on basic problem resolution and proper system usage when appropriate.
• Aid in the setup, deployment, and replacement of computer equipment and peripherals.
• Maintain accurate ticket documentation, inventory records, and service logs as required.
• Works under direct supervision with defined procedures and escalation paths.
• Focuses on learning systems, tools, and workflows rather than independent problem ownership.
• Does not provide after-hours on-call coverage initially (may be introduced as skills develop).

Qualifications

• 0–1 years of experience in a help desk, technical support, or customer service environment.
• Basic familiarity with: Windows operating systems, Microsoft Office and O365 applications.
• Interest in learning networking fundamentals, PC hardware, and Windows Server concepts.
• Strong customer service skills with the ability to communicate technical information clearly and professionally.
• Ability to follow documented procedures and escalate issues appropriately.
• High school diploma or equivalent required.
• Coursework, certification, or enrollment in an IT-related program preferred (e.g., Information Technology, Computer Science, or similar).

Benefits

GLFHC offers a great working environment, comprehensive benefit package, growth opportunities, and tuition reimbursement.