Description
Department: Information Technology
Reports To: Technology Solutions Manager
Location: South Bend, IN
FLSA Status: Non-Exempt
About Lighthouse Autism Center
Lighthouse Autism Center (LAC) is a leading provider of center-based Applied Behavior Analysis (ABA) therapy for children with autism. Our team of compassionate professionals is driven by one common goal — to bring the highest quality therapy services to the communities we serve. With a focus on clinical excellence, innovative technologies, and a supportive culture, we empower our staff and the families we work with every day. As we continue to grow across the Midwest and beyond, we are looking for dedicated individuals to join us in our mission to be a beacon of hope for every child and family we serve.
Job Summary
The IT Helpdesk Tier 1 Technician provides front-line support for technical issues and ensures timely resolution of user concerns. This entry-level position serves as the first point of contact for IT-related problems and escalates unresolved issues as necessary. The technician supports a variety of devices, applications, and services used throughout the organization’s centers and corporate offices.
Responsibilities
- Respond to and troubleshoot first-level support requests via phone, email, and ticketing system.
- Configure, deploy, and support desktops, laptops, tablets, mobile phones, and printers.
- Provide user support for RingCentral phones, WinPak key fob systems, conference room technology, and security cameras.
- Support users with Microsoft 365 applications, including Teams, Outlook, SharePoint, and OneDrive.
- Create and maintain accurate documentation within the ticketing system.
- Escalate complex issues to Tier 2 support or appropriate IT personnel.
- Ensure compliance with IT policies and procedures.
- Participate in device provisioning, user onboarding, and offboarding.
- Perform other duties as assigned.
Requirements
- Relevant certifications and/or experience in IT support (1–2 years preferred).
- Basic understanding of Windows and Android operating systems, Microsoft Office Suite, Active Directory, and common IT tools.
- Strong customer service orientation with excellent written and verbal communication skills.
- Ability to manage a ticket queue, answer customer support calls, and document issues and resolutions.
- Willingness to learn new technologies and troubleshoot a variety of hardware and software platforms.
- Ability to work independently and collaboratively with the IT team.
- Occasional travel required to support on-site IT needs at center locations.
Technical Skill Areas
- Windows OS and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
- Familiarity with hardware support for desktops, laptops, mobile devices, and printers.
- Basic networking knowledge (Wi-Fi setup, IP addressing, etc.).
- Ticketing systems and remote support tools.
- A+ certification or willingness to obtain is a plus.
Why You’ll Love Working at Lighthouse
- Join a compassionate and purpose-driven organization.
- Be part of a growing, collaborative IT team.
- Develop your technical skill set and grow your IT career.
- Competitive pay, benefits, and a positive work environment.
