IT Technician

RiverWoods Durham•Durham, NH

8d•Onsite

About The Position

IT Helpdesk Technician RiverWoods is currently seeking an experienced IT Helpdesk Technician to join our Information Technology team which supports our network of life care communitys, offering three levels of care – independent, assisted living and skilled nursing. This position reports directly to the Help Desk Manager and works collaboratively with the IT team to provide technical support acrossthe RiverWoods’ community and abide by the RiverWoods Code of Conduct at all times. This is a Full Time 40 hour/week position onsite at our campus in Durham, NH however coverage at other locations in Exeter and Durham, NH may be needed at times. At RiverWoods, you can expect to find a fun, energetic and friendly team of people who enjoy working together and creating excellence for our residents. Our staff, residents and trustees are partners in open communication in the development of our organization. We are a nationally-recognized Fit Friendly company, and a non-smoking campus.

Requirements

High school diploma or equivalent
0–2 years of IT support experience
Experience with setup, configuration, and troubleshooting of Windows desktop/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 e-correspondence
Strong troubleshooting skills, both for desk-side and remote support, with efficiency and accuracy

Nice To Haves

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

Responsibilities

Field incoming service requests from end users via ticketing system, telephone or walk-up in a courteous manner
Prioritize and schedule tasks. Escalate problems (when required) to the appropriate resource
Build rapport and elicit problem details from employees of varying levels of technical knowledge
Record, track, and document the help desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Diagnose and resolve common hardware, software, connectivity, account, and peripheral issues using established troubleshooting procedures and available documentation; escalate unfamiliar or complex issues when appropriate.
Set-up complete computer systems for new employees, from image to employee desk
Provide support for mixed platform environment: Win11, Win10, Mac OS, Android, iOS, tablets, laptops, desktops and phone system
Support of Audio/Video for meetings, conference rooms and company events
Train end users on software and various other applications and hardware
Complete projects or parts of projects as assigned
Participate in IT On-Call rotation
Perform other duties as assigned