What are the responsibilities and job description for the IT SUPPORT TECHNICIAN position at Callen-Lorde Community Health Center?
About Us:
Callen-Lorde is the global leader in LGBTQ healthcare. Since the days of Stonewall, we have been transforming lives in LGBTQ communities through excellent comprehensive care, provided free of judgment and regardless of ability to pay. In addition, we are continuously pioneering research, advocacy and education to drive positive change around the world, because we believe healthcare is a human right.
Our Mission:
Callen-Lorde Community Health Center provides sensitive, quality health care and related services targeted to New York’s lesbian, gay, bisexual, and transgender communities — in all their diversity — regardless of ability to pay. To further this mission, Callen-Lorde promotes health education and wellness, and advocates for LGBTQ health issues.
About the Role:
The IT Support Technician is the first point of contact for technical support across Callen-Lorde’s clinical and administrative teams. Reporting to the Supervisor of Information Technology, this role provides hands-on support for day-to-day hardware, software, and network issues in a fast-paced healthcare environment. This position plays a key role in ensuring a stable, secure, and reliable technology experience for staff and patients while delivering responsive, customer-focused service.
Key Responsibilities:
As an IT Support Technician, your responsibilities will include:
End User Support & Troubleshooting
- Provide technical support for desktops, laptops, printers, mobile devices, and peripherals
- Respond to support tickets, troubleshoot issues, and escalate complex problems as needed
- Support Microsoft 365, user accounts, password resets, and access requests
- Assist with basic support for EHR systems, telephony, and collaboration tools
- Deliver professional, service-oriented support to all staff and departments
Device Deployment & Asset Management
- Configure, image, and deploy workstations and mobile devices
- Maintain accurate inventory of hardware and assigned equipment
- Support workstation moves, office setups, and refresh initiatives
- Ensure standard configurations across all devices
Operations & Infrastructure Support
- Assist with networking, printing, and connectivity issues
- Monitor and report recurring technical problems
- Coordinate with vendors and provide onsite support as needed
- Support conference room and audiovisual technology
Documentation & Process Improvement
- Document issues, resolutions, and procedures in the ticketing system
- Maintain knowledge base articles and user guides
- Follow IT policies, standards, and escalation protocols
Cybersecurity & Compliance
- Support cybersecurity practices and endpoint protection efforts
- Assist with antivirus monitoring, patching, and device compliance
- Escalate suspicious activity or security incidents
- Support MFA, password security, and access verification
- Ensure compliance with HIPAA and organizational security standards
Collaboration & Service Excellence
- Partner with internal teams, vendors, and stakeholders
- Support organizational initiatives and site projects
- Promote a culture of accountability, continuous improvement, and excellent service
Work Schedule:
This is a full-time and hybrid position.
Benefits:
Salary will be based on experience and will be accompanied by a comprehensive benefits package including an exceptional low cost medical plan option for you, your spouse/domestic partner and/or your family, dental insurance, vision insurance, no cost life insurance, short- and long-term disability insurance, Flexible Spending Account, Tuition Assistance, commuter benefits, a generous paid time off plan, and a 403B retirement savings plan.
Qualifications:Qualifications (Education, Certifications, Experience, Skills, Language)
- Associate or bachelor’s degree in information technology, Computer Science, or related field preferred but not required.
- 2–4 years of IT support or help desk experience preferred but not required.
- Experience supporting Windows workstations, Microsoft 365, printers, and endpoint devices.
- Basic understanding of networking, cybersecurity, and troubleshooting methodologies.
- Prior experience in a healthcare or social services setting and/or a non-profit organization highly desirable.
- Effective communication skills with patients, colleagues, and other healthcare professionals.
- Ability to handle multiple tasks and work under stress in a dynamic environment, managing patient care needs effectively.
- Collaborate effectively within a team environment, supporting colleagues and contributing to shared goals
- High degree of professionalism, reliability, and sound judgment.
Desired Characteristics
- Demonstrate cultural competence and the ability to work respectfully and effectively with diverse populations.
- Commitment to continuous learning and professional development.
- Commitment to community-based healthcare and supporting health equity initiatives.
- Commitment to the mission of Callen-Lorde.
Salary : $65,000 - $75,000