IT Support Specialist

Lowell Community Health Center; Lowell (MA); On-site; USD 45,000 - 62,000; Full time

Job summary

Lowell Community Health Center in Lowell, MA seeks an IT Support Specialist to deliver onsite Tier 1/2 help-desk support for users, manage Windows/Office 365 accounts, and document configurations. The role involves maintaining the knowledge base, supporting cloud apps, and coordinating with vendors as needed.

The ideal candidate will troubleshoot desktop issues, support Epic EMR and VoIP/3CX systems, and participate in after-hours on-call coverage. On-site at main and school buildings.

Qualifications

• 1–3 years of IT Help Desk/Desktop Support experience.
• Strong knowledge of Windows 10/11, Office 365, and Windows Server environments.
• Experience with Active Directory and basic networking fundamentals.
• Familiarity with Epic EMR and VoIP systems is a plus.

Responsibilities

• Provide Tier 1 & 2 user support for onsite and remote users.
• Monitor helpdesk tickets and resolve them promptly.
• Manage user accounts in Windows/Office 365 and document configurations.
• Support cloud-based applications and training users on software.

Skills

Tier 1/2 support

Windows 10/11

Office 365

Active Directory

Help desk

Documentation

Troubleshooting

Customer service

Training users

Security alerts

Cloud apps

VoIP / 3CX

Vendor coordination

Inventory management

Tools

Helpdesk software

Microsoft 365

Epic EMR

Windows Server

3CX VoIP

Job description

The Organization:

Lowell Community Health Center (Lowell CHC) is a community-based health care organization. Our programs have been recognized as national models. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.

Not a Remote Role, Onsite only

Summary:

Under the direction of the Information Technology (IT) Manager, the IT Support Specialist provides a broad expertise of system knowledge for technical support to computer system users who contact the IT Help Desk. The IT Support Specialist also supports other IT operations as needed. This position is On-site supporting the main and school base building.

Essential Duties and Responsibilities:

• Provides Tier 1 & 2 user support for onsite and remote users.
• Monitor helpdesk system for tickets and resolve in a timely manner.
• Manage user accounts in a Windows environment with Office 365.
• Install, and troubleshoot computer software, including all Microsoft365 suite, Epic, browser plug-ins and others.
• Ability to work independently with good troubleshooting skills to exhaust all possible options to resolve issues before escalating to higher tier support.
• Maintain documentation on hardware and software configuration, network configuration, and computer inventory.
• Maintains knowledge base in Helpdesk platform.
• Ability to prioritize tasks and manage competing demands.
• Perform client support of desktop applications.
• Maintain diagnostic skills in supporting Cloud based applications.
• Knowledgeable in supporting VoIP /3CX systems
• Troubleshoots desktops, laptops/tablets, mobile devices, and printers.
• Communicates with department managers on following up requests.
• Functions as gate keeper of creating and terminated users account throughout multiple platforms.
• Assists with coordinating equipment repairs with vendors.
• Assists with training users on software applications.
• Monitor and following up on security alerts including UPS reports, e-mails logins, accounts login and system alerts.
• Report to with Lead IT Support staff in prioritizing and completing support requests.
• Coordinates request appropriately to other team members.
• Maintains IT equipment inventory.
• Utilizes Help Desk software to log support activity and monitor trends.
• Provides on-call/ afterhours IT support on rotation.
• Maintains knowledge of relevant state-of-the-art technology, equipment, and systems.
• Healthcare EMR system knowledge and understanding is a plus

Basic Qualifications:

• 1- 3 years of IT Help Desk and/or Desktop Support Preferred
• Knowledge on MS Windows 10/11, MS Office 2016/O365, MS Servers 2012r2/2016/2019 and MS Active Directory Preferred
• Knowledge of networking fundamentals and be familiar with the OSI model Preferred
• A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A+ or CompTIA Network+ certification is a plus