INFORMATION SERVICES TECHNICIAN

Care Resource Community Health Center; Miami (FL); Hybrid; USD 35,000 - 55,000; Full time

Job summary

Care Resource Community Health Center seeks an IT Helpdesk Technician to provide daily end-user support across multiple Miami locations. The role handles L1 issues, ticketing, and remote/onsite assistance for desktops, phones, printers, and network connectivity.

You will manage Windows Active Directory, Exchange/Office 365 accounts, and deploy/ image end-user devices. Familiarity with WDS, PDQ, and Intune is a plus, along with strong customer service and collaboration skills.

Qualifications

• Provides daily IT helpdesk support to multiple locations per documented procedures.
• L1 support: ticketing, tracking, and resolution per service standards.
• Supports on-site and remote issues across desktops, laptops, phones, printers, and network.
• Maintains Windows AD, user accounts, permissions, onboarding/offboarding.
• Manages Exchange/Office 365 user accounts and groups.
• Images and deploys end-user devices with standard tools (WDS, PDQ, Intune).
• Installs and updates OS/software with proper approvals.
• Performs hardware/software maintenance and replacements as needed.
• Ensures network connectivity and escalates appropriately.
• Supports telephony and communication hardware and services.
• Documents activities, configurations, and resolutions in ticketing system.

Responsibilities

• Provide daily technical support across multiple locations.
• Act as primary Level 1 support within documented helpdesk processes.
• Deliver on-site and remote support for devices and software.
• Manage Active Directory user accounts and access rights.
• Handle Exchange/Office 365 accounts and groups securely.
• Image and deploy end-user devices using standard tools.
• Install and maintain operating systems and approved apps.
• Maintain accurate ticket documentation for audits.
• Assist with IT asset inventory and VMs/licenses.
• Communicate updates to colleagues and vendors.
• Follow security, access control, and change management policies.
• Collaborate with IT staff on site deployments and upgrades.

Skills

Windows

End User Support

Desktop Management

Microsoft Office

Phone Systems

Verbal Communication

Team Player

Multitasking

Networking

Security

Documentation

Customer Service

Education

High School or better (Network Systems Administration preferred)

CompTIA A+

Tools

PDQ

Microsoft Intune

Windows Deployment Services

Active Directory

Microsoft Exchange

Office 365

Job description

• Provide daily technical support to all end users across multiple locations, including main buildings, a data center, and additional facilities as the organization expands.


• Serve as primary Level 1 support within a structured, documented helpdesk system, ensuring all support request are properly ticketed, tracked, documented, and resolved in accordance with departmental protocols and service standards.


• Deliver both on-site and remote technical assistance, diagnosing and resolving issues related to desktops, laptops, phones, printers, peripherals, network connectivity, and approved software applications.


• Support and maintain a Windows Active Directory environment, including creating, modifying, and disabling user accounts, managing permissions, and ensuring access aligns with onboarding, offboarding, and access request procedures.


• Create, manage, and modify user email accounts and distribution groups within Microsoft Exchange and Office 365, ensuring proper access, security, and compliance.


• Image, configure, deploy, and replace end-user computers and laptops using standardized deployment tools and procedures (e.g., Windows Deployment Services, PDQ, Microsoft Intune).


• Install, update, and maintain operating systems, productivity software, and approved business applications, ensuring all installations comply with organizational standards and receive required approvals.


• Perform scheduled and unscheduled hardware and software maintenance, including system upgrades, troubleshooting performance issues, and replacing defective equipment.


• Ensure reliable network connectivity for all endpoints by assisting with network troubleshooting, installing and maintaining network cabling, and escalating issues appropriately when required.


• Provide support for telephony and communication systems, including softphones, desk phones, voicemail, and related hardware, while following established procedures.


• Maintain accurate documentation of all technical activities, user interactions, configurations, and resolutions within the ticketing system, ensuring audit readiness and knowledge continuity.


• Assist with maintaining an accurate inventory of all IT assets, including computers, peripherals, network devices, and software licenses.


• Communicate updates to the Information Services Assistant as required.


• Follow strict IT policies and procedures related to security, access control, data storage, escalation, approvals, and change management to protect organizational systems and sensitive data.


• Collaborate with other Information Services staff, vendors, and internal teams to support system upgrades, new site deployments, and organizational growth initiatives.


• Participate in departmental meetings, training sessions, and organizational development activities to stay aligned with evolving technologies, policies, and service expectations.


• Demonstrate a strong customer service mindset, professionalism, and effective communication when supporting staff, vendors, and external partners.


• Perform other related duties as assigned by Information Services department management to support operational continuity and organizational needs.

Culture of Service: 3 C’s

Compassion

• Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.


• Listens 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

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

Commitment

• Takes initiative and anticipates 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

• Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.


• Understands and appropriately acts upon the assigned role in Emergency Code System.


• Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

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.

Other

• Participates in health center developmental activities as requested.


• Other duties as assigned.

Travel Required

Yes . Own transporation is required. Travel to different job sites as needed.

Qualifications

Skills

Required

• Advanced


• Wireless Network Intermediate


• Team Player Advanced


• Windows Advanced


• Support Intermediate


• Programming Intermediate


• Multitasking Advanced


• Microsoft Office Intermediate


• Advanced


• Helping Others Advanced


• Advanced


• Software Intermediate


• Phone Systems Intermediate


• Verbal Communication Advanced


• Oral Communication Advanced


• Operating Systems Intermediate


• Information Technology Intermediate


• End User Support Intermediate


• Intermediate


• Desktop Management Intermediate


• Desktop Applications Intermediate


• Customer Service Intermediate


• Customer Focus Intermediate


• Advanced


• Coordination Intermediate


• Computer Intermediate


• Communication Intermediate


• Client Support Intermediate


• Checking for Accuracy Intermediate


• Applications Intermediate

Behaviors

Required

• Enthusiastic : Shows intense and eager enjoyment and interest


• Team Player : Works well as a member of a group


• Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well


• Dedicated : Devoted to a task or purpose with loyalty or integrity

Motivations

Required

• Flexibility : Inspired to perform well when granted the ability to set your own schedule and goals

Education

Required

High School or better in Other.

Preferred

Associates or better in Network Systems Administration.

Experience

Required

1 year: A minimum of (1) one year of experience in IT related field

Licenses & Certifications

Required

CompTIA A+

Preferred

Microsoft - MCP

Equal Opportunity Employer
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