Tier I IT Technician

Fair Haven Community Health Care

For over 54 years FHCHC has been an innovative and vibrant community health center catering to multiple generations with over 165000 office visits across 21 locations. Guided by a Board of Directors most of whom are patients themselves we take pride in being a healthcare leader dedicated to delivering high-quality affordable medical and dental care to everyone regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services along with evidence-based programs empowers patients to make informed choices about their health. As we expand our reach to underserved areas our commitment to prioritizing patient needs remains unwavering. FHCHCs mission is to enhance the health and social well-being of the communities we serve through equitable high-quality and culturally responsive patient-centered care.

Job purpose

Reporting to the Assistant Director of IT the Tier 1 IT Technician provides foundational technical support to end users by logging incidents and service requests troubleshooting hardware software and basic network issues and ensuring service levels and performance targets are met. Designed for individuals at the early stages of their IT career the position requires strong problemsolving abilities effective communication skills and a desire to learn and grow.

Duties and responsibilities

The Tier 1 technician maintains high customer satisfaction while supporting continuous and reliable service delivery. This role assists in the daily operation and upkeep of the organizations IT infrastructure to ensure consistent system performance. Typical duties include but are not limited to:

• Provide exceptional customer service and technical support to end users by identifying researching and resolving a wide range of hardware and software issues in a timely manner.
• Deliver both inperson and remote assistance to staff across all organizational sites.
• Track prioritize and monitor service requests to ensure timely resolution while keeping end users informed of progress and status updates.
• Create maintain and update internal IT documentation including procedures troubleshooting guides and best practices; publish and organize materials within Microsoft Teams.
• Diagnose and resolve software and hardware incidents involving Windows operating systems and various enterprise applications; perform thorough problem analysis and escalate incidents to Tier II or other IT teams when necessary.
• Accurately record update and document all service requests and activities in the IT Help Desk system.
• Collaborate with end users and internal support teams to gather problem details and support trend analysis for continuous service improvement.
• Maintain clear and professional verbal communication skills with the ability to interact effectively with technical and nontechnical staff at all organizational levels; may assist with providing basic IT training.
• Demonstrate strong teamwork abilities and adaptability when managing shifting priorities and workload demands.
• Travel to all FHCHC locations as required to provide onsite technical support.
• Maintain inventory of computers printers peripherals and related equipment; coordinate with vendors as necessary.
• Develop update and distribute support documentation designed to help users resolve issues quickly and improve selfsufficiency.
• Create and manage user accounts in Active Directory for new employees; perform password resets for Active Directory voicemail systems and Office 365 accounts.
• Manage Office 365 accounts as needed including the creation and maintenance of distribution lists.
• Install configure update and maintain software and hardware components as required.
• Assist with computer imaging peripheral deployment and the removal or replacement of IT hardware.
• Support various ITrelated projects and initiatives across the organization.
• Set up and support sitetosite communication tools including meeting and conferencing setups.
• Crosstrain in designated Tier II functions as needed to support departmental operations.

• Candidates must have a minimum of a high school diploma with a college degree preferred and technical certifications considered highly desirable. The role requires at least one year of current IT support experience ideally within the healthcare or hightech industry as well as hands-on experience supporting Microsoft Windows 11.
• Strong customer service or call center experience is essential along with a positive flexible and customeroriented attitude. Applicants must demonstrate excellent written and verbal communication skills the ability to explain technical concepts to nontechnical users and the patience to remain calm and professional in stressful situations. Success in this position requires effective multitasking strong timemanagement and prioritization skills a broad understanding of computer hardware software and Microsoft technologies and a self-motivated approach to working independently and learning new systems.
• This position requires the ability to lift up to 50 pounds. Additionally the candidate will be required to use their personal vehicle for work-related duties.

American with Disabilities Requirements:

External and internal applicants as well as position incumbents who become disabled must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race religion color sex age non-disqualifying physical or mental disability national origin veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications merit and business need.