Help Desk Technician I

Westminster-Canterbury on Chesapeake Bay • Virginia Beach, VA

1d • Onsite

About The Position

The Help Desk Technician I assists customers experiencing procedural or operating difficulties with Information Technology applications, products, or services. The technician resolves technical issues remotely or on-site, escalating complex or high-priority problems to specialized support groups when necessary while ensuring users receive effective solutions. The role represents the IT team professionally and respectfully to the customer community and supports residents, team members, families, guests, vendors, and visitors.

The position provides troubleshooting, instruction, and guidance for software, hardware, and IT services; documents and resolves tickets within established Service Level Agreements; maintains technical documentation and knowledge base articles; configures and images desktop and laptop systems; manages user accounts and permissions within authorized levels; and maintains IT equipment and inventory. It also supports meeting technology and printing, scanning, and copying equipment across the organization’s campuses and for remote users. The technician is expected to communicate clearly with people of varying technical experience, maintain confidentiality and policy compliance, contribute to team projects, and model the organization’s values of respect, passion, and professionalism.

This is a full-time, hourly, non-exempt position reporting to the IT Manager. The stated schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with some Saturdays needed. The role is based at 3100 Shore Drive, Virginia Beach, Virginia, and involves supporting equipment and users in offices, apartments, server rooms, wiring closets, public areas, and across a large campus.

Requirements

• High school diploma or equivalent.
• At least 1 year of experience troubleshooting IT hardware, software, and networks, or an equivalent combination of education and training.
• At least 6 months to 1 year of demonstrated customer service experience in retail, hospitality, or equivalent customer-facing work.
• Familiarity with Google Workspace, Chrome OS, Microsoft Office 365, Windows OS, and web-based applications.
• Experience with a ticketing system such as Freshdesk, ServiceNow, Remedy, Jira Service Desk, or equivalent.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, basic LAN/WAN concepts, and network cabling.
• Excellent verbal communication and active listening skills.
• Strong collaboration, adaptability, prioritization, analytical, and problem-solving skills.
• Ability to independently determine appropriate solutions, manage deadlines, and adapt to changing or unpredictable assignments.
• Ability to explain technical information clearly to people with varying levels of technical experience.
• Ability to work independently and as part of a team while maintaining professionalism.
• Ability to learn and support new and changing technologies and assess technical issues from detailed and organizational perspectives.
• Ability to work for prolonged periods at a computer, enter and retrieve computer data, view monitors, wear a headset, and use a telephone.
• Ability to lift equipment weighing up to 50 pounds unassisted, bend, stand, climb or walk, and push or pull carts as needed.
• Ability to install and maintain computer equipment in offices, apartments, small server rooms, wiring closets, and public areas; move about a large campus; and climb or descend multiple flights of stairs.

Nice To Haves

• CompTIA A+, Network+, and/or Security+ certification.
• Experience working in a senior living community.

Responsibilities

• Resolve technical support tickets remotely or on-site, troubleshoot issues, and escalate complex or high-priority problems to appropriate support groups.
• Follow up with users by phone or email to confirm issues have been effectively resolved.
• Provide technical support, troubleshooting, instruction, and guidance for IT software, hardware, products, and services.
• Support residents, team members, families, guests, vendors, and visitors.
• Research and determine effective solutions to technical issues.
• Document customer information, troubleshooting steps, resolutions, and other required details in the Helpdesk Ticketing System and resolve tickets within established SLAs.
• Create and maintain knowledge base articles, standard operating procedures, and other technical documentation; train IT team members as needed.
• Build, configure, and image desktop and laptop systems and install required software.
• Manage user accounts and permissions within established authority levels.
• Maintain IT equipment across WCCB campuses and for remote users, including equipment inventory.
• Assist with in-person, virtual, and hybrid meeting technology, including conference room setup and support.
• Provide support for printing, scanning, and copying equipment.
• Participate in Helpdesk projects and other assignments as directed by the supervisor.
• Assess each customer's technical knowledge and communicate technical information clearly and respectfully at an appropriate level.
• Assist team members and customers as needed while maintaining confidentiality and compliance with WCCB policies.
• Model WCCB's core values and support its mission.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance available from day one.
• Life and short- and long-term disability insurance.
• Retirement plan with employer match.
• Paid time off and 6 paid holidays, plus 2 floating holidays.
• Tuition assistance and scholarships for the employee and family.
• Employee Assistance Program (EAP).
• Legal and identity theft protection plans.
• Team member discounts.
• Career growth and leadership development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED