IT - Help Desk Technician/Level I Support - NOT Remote

About the role

CAPS & Maple City supports healthy, safe, and thriving children and families by providing quality, comprehensive services. The Help Desk Technician/L1 Support is a member of the IT team alongside the Director of Information Systems, ensuring the technical systems infrastructure runs smoothly and efficiently to support the organization's mission and values.

Responsibilities

• Effectively manage Help Desk tickets in a timely manner
• Work with multiple tools and systems in the Microsoft platform (Entra, Intune, Azure)
• Respond to staff issues via phone, email and chat
• Run diagnostics to resolve customer-reported issues
• Install, make changes, and repair computer hardware and software
• Follow up with staff to ensure issues are resolved
• Daily, Weekly, and Monthly systems audits to ensure high reliability
• Maintain internal inventory systems to ensure accuracy
• Create, edit, and modify existing team documentation of systems and workflows
• Demonstrate effective interpersonal skills
• Other duties that support our shared work, as assigned

Requirements

• A strong working knowledge of computer systems, hardware, and software
• Solid documentation and writing skills
• Good problem-solving, analytical, and team-working skills
• Excellent communication and interpersonal skills
• Strong time management for short-term and long-term goals and tasks
• An openness to learning new technologies
• Self-motivated critical thinker
• Commitment to work collaboratively within the organization
• Effective interpersonal skills
• Associate degree or above preferred; experience in lieu of education accepted
• Minimum 1 year in IT industry preferred
• Ability to perform prolonged periods of time in front of a computer

Benefits

• Competitive salary and benefits package (Retirement plan, health insurance, childcare reimbursement)
• Opportunities for professional development and growth
• Access to a large-scale network and tools with support to learn
• Training and management of Epic (electronic health record) skills and tools
• A supportive and inclusive workplace culture
• The chance to make a meaningful impact on the healthcare experience in our community