IT Help Desk Support Associate

At FutureCare our IT Help Desk Support Associate play a critical role in reducing downtime inefficiencies of computer operating systems within the organization and our facilities.  Under the direct supervision of the Chief Technology Officer, the IT Help Desk Support Associate will provide swift and effective resolutions for all computer, network, phone, internet and other user interface issues.

This is a full-time position that will be based out of our Corporate office located in Pasadena, Maryland.  Ability to work hybrid remote schedule after 6 months of employment.

Voted 13 years in a row as a “Top Workplace”, FutureCare stands out as a leader in managing health care delivery across a continuum of care. We offer a Competitive Salary, Excellent Benefits Package, Flex/Advance Pay, Tuition Reimbursement, Career Growth Ladder, Employee Assistance, and a matching 401K Plan. 

Salary Range - $22-$25 an hour

Salary Disclosure Statement

The salary mentioned above reflects the potential base pay range for this role. Bonuses or other incentives  (if applicable) are offered separately. Offers will consider such factors as overall experience, job-related qualifications, location, certifications/training, etc.

• Provide end user support for software and hardware issues in a timely manner
• Answer Help Desk phone inquiries, documenting calls, and provide first level trouble shooting
• Perform hardware and software installation
• Perform routine maintenance and troubleshooting as required
• Setup workstations, phones, printers, and other operating systems as needed
• Test and deploy all new equipment and or devices
• Communicate problems and escalate to second level when necessary
• Work closely with other IT Staff members to develop and monitor quality assurance policies and procedures
• Assist with maintaining IT asset inventory
• Abides by the standards identified in FutureCare’s Statement of Corporate Ethics and the Corporate Compliance Plan
• Attend all mandatory in-services/training.
• Respects the privacy of other by maintaining the confidentiality of patient and employee information, professional or personal in nature, at all times and accepting responsibility for information which is communicated.
• Perform other duties as assigned by the Chief Technology Officer and IT Management

• 1 year of Help Desk Technical Support experience preferred
• Technical Certification from an accredited training program a plus
• Strong technical knowledge of PCs, laptops, printers and peripheral hardware devices
• Proven experience with Microsoft Windows and Microsoft Office Products
• Solid analytical, problem solving, and troubleshooting abilities
• Must have great customer service skills and a willingness to learn
• Must be able to travel to local off-site facilities when required to support IT service request/issues
• Must be familiar with common mobile devices, such as Apple and Android phones and tablets
• Must have Excellent verbal and written communication skills
• Must have interpersonal skills requiring courtesy, etiquette and tact in order to deal effectively with all levels of management, staff and outside vendors
• Must be able to present in a professional manner in accordance with FutureCare’s dress code
• Ability to lift a minimum of 40lbs. which will be required for moving various equipment such as servers, printers, networking equipment, etc

Equal Opportunity Employer 

FutureCare has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, pregnancy, age, religion, national origin, citizenship, marital status, sexual orientation, gender identity, gender expression, physical or mental disability, military or veteran status, or any other characteristic protected by law. We actively promote equality of opportunity for all and welcome all applications.