HELPDESK AGENT

Care Resource; Miami (FL); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Care Resource is seeking a Helpdesk Support Agent to handle first-line IT support across all company sites in a Windows AD environment. You will triage tickets, gather information from users, and provide guidance on basic troubleshooting.

You will also create and manage user accounts in Office 365, document tickets, and escalate issues to appropriate teams while maintaining strong customer service and teamwork within the Information Services department.

Qualifications

• 1 year of helpdesk/IT experience.

Responsibilities

• Provide first-line IT support and triage tickets.
• Create and modify user accounts and Office 365 mailboxes.
• Document tickets and escalate issues to other teams when needed.
• Maintain connectivity to endpoints and assist with IT assets.
• Follow established helpdesk protocols and participate in staff meetings.

Skills

Compassion

Expert

Advanced computing knowledge

Education

Associates or better in Information Technology

Technical/other training or better in Information Technology

CompTIA A+

Tools

Microsoft MCP

Job description

The Helpdesk Support Agent is responsible for receiving and triaging all tickets coming into the Information Services Department, contact users for additional information, provide technical guidance, and perform basic troubleshooting on technical issues. Additionally responsible for documentation of all tickets and for the escalation to other teams inside the department when necessary.

Provide technical assistance to end users at all company sites.

Work within a structured helpdesk system in a Windows active directory infrastructure.

Act as primary level 1 tiered support within the helpdesk system providing support and technical issue resolution to all end users.

Establish new user accounts and makes changes to existing user accounts.

Create and make changes to user email accounts in Office 365.

Assist with documenting and IT assets, hardware and software configurations.

Ensure connectivity to all endpoints on the company network.

Demonstrate ownership and customer-service orientation skills, with the motivation and ability to function independently or as a team member.

Participate in department staff meetings and company developmental activities as requested/required.

Other duties as assigned by Information Services department management.

Culture of Service: 3 C’s
Compassion

• Greet internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
• Listen to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.

Competency

• Provide services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered

Commitment

• Take initiative and anticipate internal or external customer needs by engaging them in the process and following up as needed
• Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided

Safety
Ensure proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understand and appropriately act upon the assigned role in Emergency Code System.
Understand and perform assigned roles in the organization’s Continuity of Operations Plan (COOP).

Contact Responsibility:

Will have frequent contact with staff at all Care Resource locations and will have occasional contact with external parties, vendors, and technical support representatives as necessary.

Physical Requirements:

This work requires the following physical activities: constant walking and bending. Frequent standing, sitting, lifting at least 25 lbs., stretching/reaching, working on a ladder, vision for close work, talking on the phone and talking in person. Work is performed in an office setting.

Other
Participates in health center developmental activities as requested.
Other duties as assigned.

Legal Compliance Notice: This careers website is maintained by Care Resource Community Health Centers, Inc. a qualified entity, in support of compliance with House Bill 531 (2025). As required by law, Care Resource includes a clear and conspicuous link to this resource on its website and provides the link in all job vacancy advertisements and postings issued by the health center. For more information, please see the link to the new Care Provider Background ScreeningClearinghouse Education and Awareness website. https://info.flclearinghouse.com

Travel Required

Yes . Occasional driving required

Qualifications

Skills

Preferred

Compassion Expert

Expert

Advanced computing knowledge Expert

Education

Preferred

Associates or better in Information Technology.

Technical/other training or better in Information Technology.

Experience

Required

1 year: Previous helpdesk/ IT experience

Licenses & Certifications

Required

CompTIA A+

Preferred

Microsoft - MCP

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.