IT Support Technician - Tier I; is in-house position; it remote

This position is full time, 4o hrs. per week. The standard schedule will be Monday through Friday, 8:00am-4:30pm with occasional off-hours when/if needed.

SUMMARY OF

JOB RESPONSIBILITIES:

The Tier 1 IT Support Technician provides first-level technical support to employees across Independent Living, Assisted Living, Skilled Nursing, Administrative Offices, and Campus Operations. This position serves as the primary point of contact for technology-related issues and is responsible for troubleshooting hardware, software, network connectivity, Microsoft 365 applications, printing systems, and healthcare-specific technology platforms. The technician delivers exceptional customer service while ensuring timely resolution of technical issues that support resident care, operational efficiency, and regulatory compliance.

PRINCIPAL JOB ACCOUNTABILITIES:

End User Support

• Provide first-level technical support via phone, email, ticketing system, and in-person (primary method) assistance.

• Troubleshoot and resolve hardware, software, TV, remote, cable, internet, Wi-fi, and peripheral issues.

• Assist in configuring and deploy desktop computers, laptops, tablets, printers, and mobile devices.

• Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, One Drive, and SharePoint.

• Be the primary IT contact for Laurel Lake residents for their needs.

• Support audiovisual equipment for meetings, training sessions, and presentations.

• Assist in the acquisition, installation, and implementation of new programs/systems.

• Staff training and onboarding for new employees and residents

Healthcare Systems Support

• Assist with user access, password resets, and troubleshooting for Point Click Care  and other healthcare applications.

• Coordinate with clinical leadership and software vendors regarding technical issues.

• Support barcode scanners, medication cart workstations, wireless devices, and resident care technology.

Account Administration

• Create, modify, and disable user accounts according to established procedures.

• Assist with Microsoft 365 user management and licensing.

• Maintain accurate records of technology assets and assigned equipment.

• Ensure compliance with cybersecurity and HIPAA-related access requirements.

Hardware and Network Support

• Troubleshoot workstation, printer, Wi-Fi, and network connectivity issues.

• Assist with workstation imaging and system upgrades.

• Escalate complex network and infrastructure issues to senior IT staff.

• Monitor and maintain inventory of technology equipment and supplies.

Documentation and Training

• Document incidents, service requests, and resolutions within the ticketing system.

• Develop basic user guides and reference materials.

• Provide one-on-one training and technology assistance to employees.

• Assist with onboarding technology setup for new hires.

Security and Compliance

• Follow all Laurel Lake security, privacy, and confidentiality policies.

• Identify and report cybersecurity concerns immediately.

• Support security awareness initiatives and best practices.

• Assist with compliance requirements related to healthcare information systems.

JOB ACCOUNTABILITIES – Other:

1. Performs other related duties as needed.

EDUCATION:

• Associate degree in Information Technology, Computer Science, or related field preferred.

• High school diploma or equivalent required.

EXPERIENCE:

• 1-3 years of technical support or help desk experience preferred.

• Experience supporting Microsoft Windows and Microsoft 365 environments.

• Experience in healthcare, senior living, or long-term care environments preferred.

TECHNICAL

SKILLS:

• Microsoft Windows operating systems

• Microsoft 365 administration and support

• Active Directory and user account management

• PC hardware diagnostics and repair

• Printers and multifunction devices

• Wi‑Fi and…