HELPDESK AGENT

Position Overview:

High school diploma required

1 year of IT experience required

A certification(s) required

Job Description

The Helpdesk Support Agent is responsible for receiving and triaging all tickets coming into the Information Services Department, contact users for additional information, provide technical guidance, and perform basic troubleshooting on technical issues. Additionally responsible for documentation of all tickets and for the escalation to other teams inside the department when necessary.

Essential Job Responsibilities

Provide technical assistance to end users at all company sites.

Work within a structured helpdesk system in a Windows active directory infrastructure.

Act as primary level 1 tiered support within the helpdesk system providing support and technical issue resolution to all end users.

Establish new user accounts and makes changes to existing user accounts.

Create and make changes to user email accounts in Office 365.

Assist with documenting and IT assets, hardware and software configurations.

Ensure connectivity to all endpoints on the company network.

Demonstrate ownership and customer-service orientation skills, with the motivation and ability to function independently or as a team member.

Participate in department staff meetings and company developmental activities as requested/required.

Other duties as assigned by Information Services department management.

Culture of Service: 3 C’s
Compassion

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

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

Commitment

• Take initiative and anticipate 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
Ensure proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understand and appropriately act upon the assigned role in Emergency Code System.
Understand and perform assigned roles in the organization’s Continuity of Operations Plan (COOP).

Contact Responsibility:

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.

Physical Requirements:

This work requires the following physical activities: constant walking and bending. Frequent standing, sitting, lifting at least 25 lbs., stretching/reaching, working on a ladder, vision for close work, talking on the phone and talking in person. Work is performed in an office setting.

Other
Participates in health center developmental activities as requested.
Other duties as assigned.

Legal Compliance Notice: This careers website is maintained by Care Resource Community Health Centers, Inc. a qualified entity, in support of compliance with House Bill 531 (2025). As required by law, Care Resource includes a clear and conspicuous link to this resource on its website and provides the link in all job vacancy advertisements and postings issued by the health center. For more information, please see the link to the new Care Provider Background Screening Clearinghouse Education and Awareness website. https://info.flclearinghouse.com