IT Technician

RiverWoods Exeter•Exeter, NH

7d•Onsite

About The Position

RiverWoods is seeking an experienced IT Helpdesk Technician to join its Information Technology team, which supports its life care communities offering independent living, assisted living, and skilled nursing. The technician provides technical support across RiverWoods’ communities, collaborates with the IT team, and follows the RiverWoods Code of Conduct. The position reports directly to the Help Desk Manager. This is a full-time, 40-hour-per-week, onsite position at the Exeter, New Hampshire campus. Coverage at other locations in Exeter and Durham, New Hampshire may sometimes be needed. The schedule is Monday through Friday, 8:00 AM to 4:30 PM, with additional time as needed for special projects and participation in the IT on-call rotation. RiverWoods describes its workplace as a friendly, energetic team and a bright, attractive, vibrant community. It is a non-smoking campus and offers staff, residents, and trustees opportunities to communicate openly in the development of the organization.

Requirements

High school diploma or equivalent.
0–2 years of IT support experience.
Experience setting up, configuring, and troubleshooting Windows desktop and laptop hardware and software.
Basic knowledge of Microsoft Office Suite, including Outlook, and other productivity software.
Familiarity with Active Directory and Office 365.
Excellent written and verbal communication skills, including professional electronic correspondence.
Strong troubleshooting skills for both desk-side and remote support, with efficiency and accuracy.

Nice To Haves

Relevant certifications, such as Microsoft or CompTIA A+.
Strong attention to detail and creative, out-of-the-box problem-solving skills.
Proven ability to complete projects efficiently and deliver results.
Self-motivated and organized, with the ability to work independently or collaboratively in a team environment and an appropriate sense of urgency.
Positive, proactive, and solution-oriented mindset, with resilience, adaptability, and willingness to take initiative.

Responsibilities

Receive service requests from end users through the ticketing system, telephone, or walk-up support, and respond courteously.
Prioritize and schedule tasks, escalating problems to the appropriate resource when required.
Build rapport and elicit problem details from employees with varying levels of technical knowledge.
Record, track, and document the help desk problem-solving process, including decisions and actions through final resolution.
Diagnose and resolve common hardware, software, connectivity, account, and peripheral issues using established procedures and documentation; escalate unfamiliar or complex issues when appropriate.
Set up complete computer systems for new employees, from imaging through placement at the employee’s desk.
Support a mixed-platform environment that includes Windows 11, Windows 10, Mac OS, Android, iOS, tablets, laptops, desktops, and the phone system.
Provide audio/video support for meetings, conference rooms, and company events.
Train end users on software, applications, and hardware.
Complete assigned projects or portions of projects.
Participate in the IT on-call rotation.
Perform other duties as assigned.