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

Child And Parent Services; Goshen (IN); Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Childcare reimbursement

Professional development

Job summary

CAPS & Maple City is seeking a Help Desk Technician/L1 to join our IT team in Goshen, Indiana. The role supports a reliable technology environment by handling tickets, diagnosing issues, and assisting staff with Microsoft Entra, Intune, and Azure tools.

We value clear communication, documentation, and collaborative problem solving to ensure smooth daily operations and staff satisfaction. Competitive benefits and growth opportunities available in a supportive workplace.

Qualifications

• Associate degree or higher preferred.
• Minimum 1 year IT industry experience preferred.

Responsibilities

• Manage Help Desk tickets promptly and professionally.
• Respond to staff issues via phone, email, and chat.
• Run diagnostics and resolve hardware or software issues.

Skills

Help desk support

Documentation

Problem solving

Communication

Time management

Team collaboration

Learning agility

Interpersonal skills

Education

Associate degree or higher

1 year IT experience preferred

Tools

Entra

Intune

Azure

Job description

Description

Job Summary:

CAPS & Maple City is an organization that supports healthy, safe, and thriving children and families by providing quality, comprehensive services to all.

The Help Desk Technician/L1 Support is a member of the IT team that also includes the Director of Information Systems. The role supports the mission and values of CAPS & Maple City by ensuring that the technical systems infrastructure runs smoothly and efficiently.?

Duties and 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
• This description does not cover or contain a comprehensive listing of all activities

Requirements

Required Skills and Abilities

• 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

Education and Experience

• Associate degree or above preferred, experience in lieu of education accepted
• Minimum1 year in IT industry preferred

Requirements

• Ability to perform prolonged periods of time in front of a computer
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this work
• We are required by federal law to verify identity and eligibility to work in the U.S.

What We Offer:

• 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

Equal Opportunity Employer:

CAPS & Maple City is an equal opportunity employer, and we are committed to creating a diverse and inclusive culture. We do not discriminate on the basis of sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law. We celebrate diversity and are committed to creating an inclusive environment for all employees and the patients we serve.