Help Desk Technician I
About The Position
The Help Desk Technician I assists customers experiencing procedural or operational difficulties with Information Technology applications, products, or services. The role resolves technical support issues remotely or on-site, escalating complex or high-priority problems to specialized support groups when needed while ensuring users receive effective solutions. The technician professionally represents the IT team to residents, team members, families, guests, vendors, and visitors, and models the organization’s values of respect, passion, and professionalism. The role supports IT software, hardware, accounts, equipment, and meeting technology across WCCB campuses and for remote users. It documents and resolves tickets within established service-level agreements, maintains technical documentation and equipment inventory, and helps users with varying levels of technical knowledge. The position is full-time, Monday through Friday, 8:30 a.m. to 5:00 p.m.; some Saturdays are needed. It reports to the IT Manager.
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 data, view monitors, wear a headset, and use a telephone.
- Ability to lift equipment up to 50 pounds unassisted, bend, stand, climb or walk, and push or pull carts as necessary.
- 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 WCCB residents, team members, families and 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 customers’ technical knowledge and communicate technical information clearly, respectfully, and appropriately.
- 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 day one.
- Life and disability insurance, including short- and long-term coverage.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
