IT Helpdesk Technician

Wohlsen Construction•Lancaster, PA

About The Position

Wohlsen is seeking an engaged and personable HelpDesk Technician to provide support to Team Members and help improve IT resources and technology use. The role identifies, diagnoses, and resolves technology issues for users while prioritizing technology project implementations and support responsibilities. It supports the use and deployment of technology systems, manages Helpdesk requests and inventory, and contributes to projects, documentation, training, and recommendations for technology improvements. The position reports to the IT Manager, works alongside IT Team Members, and provides support to all Wohlsen Team Members. It may require on-call work, overtime, and weekends when necessary, as well as driving to support remote offices and job sites.

Requirements

Associate’s degree or an equivalent combination of education and/or experience.
At least 3 years of experience with technology troubleshooting.
At least 3 years of experience in a customer service or help desk environment.
Proficiency with Microsoft operating systems, Microsoft Office software, computer hardware, and mobile devices.
Strong interpersonal skills for interaction with Team Members.
Valid driver’s license and transportation to support remote offices and job sites.
Ability to work on call and overtime and on weekends when necessary.
Flexibility and ability to handle multiple tasks simultaneously.
Ability to work without supervision.
Ability to comply with logical and physical security policies, processes, and practices.
Ability to maintain confidentiality regarding information stored on Wohlsen technical resources.

Responsibilities

Support Wohlsen Team Members in their use of technology systems.
Manage technical requests through the Helpdesk ticketing system.
Accurately track and manage technology inventory.
Set up and deploy technology equipment for offices, project sites, and Team Members.
Provide technical assistance and advice to all Wohlsen Team Members.
Support deployment of technologies managed by the Technology team.
Lead assigned technology projects, including tracking and reporting on statuses.
Maintain and contribute to the IT knowledgebase.
Set up and maintain video conference and related AV equipment.
Coordinate internal IT training to introduce new technologies and promote awareness.
Attend seminars, workshops, and educational opportunities on current technologies to make technical recommendations.
Mentor coworkers and foster a learning and growth environment.
Research and recommend upgrades to existing software or hardware systems to ensure high-performance technology systems.
Recommend tools, processes, and other items for use by the IT Team.
Update tracking systems and IT databases.
Administer applications and services, and manage user access and licensing.
Adhere to the IT End User SLA of two hours to first response and eight-hour resolution.
Ensure Helpdesk service coverage, coordinating coverage when unavailable.
Strictly adhere to documentation requirements and maintain an accurate inventory database.
Perform other duties as assigned.