Established in 1980, the Greater Lawrence Family Health Center, Inc. (GLFHC) is a multi-site, mission-driven, non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to a culturally diverse population throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites in Lawrence, Methuen, and Haverhill and is the sponsoring organization for the Lawrence Family Medicine Residency program.
GLFHC is searching for a Health Desk Technician, Jr. to join our team. The Junior Helpdesk Technician provides entry‑level, first‑line technical support to end users for basic hardware, software, and access issues. This role focuses on learning, troubleshooting fundamentals, and customer service, while escalating more complex issues to senior Information Services staff. The position supports daily Help Desk operations under close supervision and contributes to maintaining system integrity and user productivity.
Assist in staffing the Information Services Help Desk by responding to, logging, and triaging user requests in the ticketing system.
Provide basic troubleshooting for common end‑user issues related to:
Windows workstations
Microsoft Office / O365
Printers and peripherals
Password resets and account access (per policy)
Escalate unresolved or complex issues to senior Help Desk or Information Services staff following established procedures.
Educate users on basic problem resolution and proper system usage when appropriate.
Assist with the setup, deployment, and replacement of computer equipment and peripherals.
Maintain accurate ticket documentation, inventory records, and service logs as required.
Works under direct supervision with defined procedures and escalation paths.
Focuses on learning systems, tools, and workflows rather than independent problem ownership.
Does not provide after‑hours on‑call coverage initially (may be introduced as skills develop).
Qualifications:
0-1 years of experience in a help desk, technical support, or customer service environment.
Basic familiarity with:
Windows operating systems
Microsoft Office and O365 applications
Interest in learning networking fundamentals, PC hardware, and Windows Server concepts.
Strong customer service skills with the ability to communicate technical information clearly and professionally.
Ability to follow documented procedures and escalate issues appropriately.
Education
GLFHC offers a great working environment, comprehensive benefit package, growth opportunities and tuition reimbursement.
Greater Lawrence Family Health Center (GLFHC), a Federally Qualified Health Center with clinical sites in located in Lawrence and Methuen, Massachusetts, serves over 60,000 unique patients from Lawrence and the surrounding communities of Methuen, Andover, North Andover and Haverhill. It is the second-largest Federally Qualified Health Center in the Commonwealth of Massachusetts.
Since 1980, GLFHC has been fulfilling its mission “to improve and maintain the health of individuals and families in the Merrimack Valley by providing a network of high quality, comprehensive health care services and by training health care professionals who can respond to the needs of a culturally diverse population.”
GLFHC is also home to the nationally-recognized Lawrence Family Medicine Residency (LFMR) program, the first family medicine residency program of its kind in the United States. Solely owned and operated as an academic medical residency by the health center, LFMR has graduated close to 200 primary care physicians. The majority of LFMR graduates have either stayed at the health center or have chosen to stay working in low-income, underserved communities in Massachusetts and across the country. In FY2020, LFMR will be home to 42 residents who participate in one of the only 4-year programs in the country as part of a demonstration project conducted by the Centers for Medicaid and Medicare Services.