IT Technician

RiverWoods Exeter•Exeter, NH

15d•Onsite

About The Position

RiverWoods is seeking an experienced IT Helpdesk Technician to join its Information Technology team, which supports its life care communities. The technician provides technical support across RiverWoods’ communities, works collaboratively 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 RiverWoods locations in Exeter and Durham may be needed. The regular schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with additional work as needed for special projects and participation in the IT on-call rotation.

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 and efficient troubleshooting skills for both desk-side and remote support.

Nice To Haves

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

Responsibilities

Respond courteously to end-user service requests submitted through the ticketing system, by telephone, or in person.
Prioritize and schedule tasks, escalating problems to the appropriate resource when required.
Build rapport with employees and gather details about technical problems from users with varying levels of technical knowledge.
Record, track, and document help desk troubleshooting, decisions, actions, and resolutions.
Diagnose and resolve common hardware, software, connectivity, account, and peripheral issues using established procedures and documentation; escalate unfamiliar or complex issues as appropriate.
Set up complete computer systems for new employees, from imaging through installation at the employee’s desk.
Provide support for Windows 11, Windows 10, Mac OS, Android, iOS, tablets, laptops, desktops, and the phone system.
Support audio/video equipment for meetings, conference rooms, and company events.
Train end users on software, applications, and hardware.
Complete assigned projects or parts of projects.
Participate in the IT on-call rotation.
Perform other duties as assigned.