IT Support Technician

InterCare is a Federally Qualified Health Center which MAY qualify employees for National Student Loan Forgiveness program.

Become part of a Migrant and Community Health Center, where you will:

• Have a passionate purpose.
• Do worthwhile work.
• Make a difference in people’s lives.

InterCare is searching for a Full-Time IT Support Specialist to join our team! At InterCare, you’ll find a rewarding and challenging work environment and a competitive compensation with benefits package which includes: vacation/personal paid time off, sick time, 10 paid holidays, tuition reimbursement program, medical, prescription, dental, vision, life insurance, and short term and long term disability insurance.

At InterCare Community Health Network, we believe all people have the right to equal access to quality health care.

Work Hours:

Monday - Friday from 8:00 a.m. - 5:00 p.m. with travel, evening and weekend hours as necessary.

Job Purpose:
The IT Support Technician provides first-line technical assistance to staff at the Community Health Center. This role ensures smooth operation of computer systems, networks, and applications critical to patient care and administrative functions. The technician will troubleshoot issues, maintain hardware/software, and uphold security standards, including HIPAA compliance. This role supports the delivery of high-quality patient care by ensuring reliable, secure, and responsive technology services for staff across the organization.

Key Responsibilities:

• Respond promptly to user requests via phone, email, or ticketing systems.
• Provide step-by-step assistance and resolve basic technical issues.
• Diagnose and fix hardware/software issues on desktops, laptops, printers, and mobile devices.
• Resolve connectivity issues (Ethernet/Wi-Fi), software crashes, and peripheral problems.
• Set up new user accounts and manage permissions.
• Reset passwords, handle login issues, and assist with access troubleshooting.
• Install and update operating systems (Windows/macOS) and common applications (e.g., Microsoft 365).
• Deploy new workstations, laptops, and peripherals (printers, scanners, etc.).
• Assist with basic network setup and issue resolution, escalating more complex problems as needed.
• Record support activities, issues, and resolutions in the help desk system.
• Maintain inventory logs of hardware and software assets.
• Ensure all activities align with HIPAA and organizational security policies.
• Handle sensitive patient data securely and report any security incidents.
• Provide basic instruction to staff on IT tools, best practices, and security awareness.
• Perform routine inspections and minor repairs.
• Coordinate equipment replacement or escalation to vendors as needed.
• Identify and escalate unresolved or complex issues to senior IT staff or external support.
• On-site support at Community Health Center locations in Michigan. May require occasional travel between sites. Standard business hours with potential on-call rotation for urgent issues.

Description of Primary Attributes

Required Qualifications

1. High school diploma or equivalent; Associate degree in IT or related field preferred.
2. Basic knowledge of computer hardware, operating systems (Windows, macOS), and common applications (Microsoft 365).
3. Familiarity with networking fundamentals (TCP/IP, Wi-Fi).
4. Strong problem-solving and communication skills.
5. Ability to prioritize tasks and work in a fast-paced healthcare environment.

Preferred Qualifications

1. CompTIA A or similar certification.
2. Experience with electronic health record (EHR) systems.
3. Understanding of HIPAA regulations and data security best practices.

Technical Skills

1. Proficient in Microsoft Office Suite.
2. Excellent hardware and software troubleshooting skills.
3. Basic network support skills.
4. Is a logical thinker.

Communication Skills

1. Possesses a professional level of written and verbal communication skills.
2. Ability to clearly express complex ideas verbally and in writing to non-technical end users.

Physical Demands

Job duties are performed in the typical office environment of the organization, which requires ordinary ambulatory skills sufficient to visit other locations. The environmental factors and/or physical requirements of this position include the following:

1)    Ability to stand, walk, stoop, kneel, crouch, frequently sit, and lift up to 50 lbs.

2)    Requires good hand-eye coordination, reach with arms & hands, and finger dexterity, including ability to grasp, and manipulate (using keyboard and office equipment, mounting and connecting IT equipment)

3)    Visual acuity to use keyboard, operate office equipment, and read printed material and regularly required to speak clearly and hear.