IT Help Desk Technician

Responsibilities

• Deliver professional, clear communication with coworkers, management, and vendors, prioritizing excellent customer service.
• Apply proven problem-solving skills in a collaborative, deadline-driven setting while juggling multiple priorities.
• Show meticulous attention to detail and strong organizational skills to identify and implement effective solutions.
• Be dependable and capable of working independently or as part of a team.
• Maintain general IT knowledge across areas such as desktop support and cybersecurity.
• Perform remote fixes on computing equipment, peripherals, and wireless or cellular devices.
• Verify that fixes fully resolve the reported issues.
• Support daily desktop operations for office and field staff, including configuration, deployment, and troubleshooting of workstations, mobile devices, software, operating systems, and applications.
• Configure, maintain, upgrade, and troubleshoot workstations, laptops, tablets, iPhones, mobile devices, and printers.
• Keep workstation security patches, virus definitions, and software updates up to date.
• Onboard new teammates with IT best practices and policy guidelines.
• Set up desktops and mobile devices, create software accounts, and assist in training new staff on hardware and software usage.
• Maintain an accurate inventory of PCs, mobile devices, printers, software licenses, and related equipment.
• Support telephony adds, moves, and changes as needed.
• Coordinate with vendors to facilitate repairs of hardware such as printers, laptops, and desktops.
• Perform hands-on fixes at the desktop level.
• Perform other duties as assigned.

Requirements

• Help desk experience: 1 year (Preferred)
• Windows experience: 1 year (Preferred)

Technologies

• Windows

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Administrative Functions

• Maintain positive work relationships with colleagues across departments.
• Assist in planning, developing, organizing, and implementing departmental activities as directed.
• Help coordinate departmental services with other departments.
• Adhere to White Horse Village policies and procedures.
• Create and maintain a customer-centric service environment.
• Attend monthly town hall meetings as scheduled.

Training/In-Service Attendance

• Attend and participate in all required in-services and educational classes.

Safety and Sanitation

• Follow safety procedures and precautions related to job duties.
• Report injuries promptly to a supervisor.
• Lift using proper technique and assist others when directed.
• Report unsafe or hazardous conditions and equipment.
• Keep the work area clean and hazard-free.
• Follow infection control procedures where applicable.
• Know and follow fire and disaster plans.
• Use personal protective equipment when tasks involve infectious materials.

Equipment and Supply Usage

• Report equipment malfunctions or breakdowns promptly.
• Notify the appropriate person of low or depleted supplies.
• Use equipment for its intended purpose and follow official procedures.

Resident Rights

• Maintain confidentiality of resident information.
• Handle resident property with respect.
• Knock before entering a resident’s living unit when necessary.
• Ensure residents are treated fairly, with respect for privacy and individuality.
• Uphold residents’ civil rights.

Regulatory Compliance

• Follow OSHA, DHS, DOH, and CDC guidelines.
• Review Safety Data Sheets prior to handling any chemicals.
• Treat all team members fairly and without regard to race, color, creed, national origin, age, sex, sexual orientation, religion, ADA or marital status.
• Adhere to local, state, and federal regulations as they apply.
• Complete annual compliance training and demonstrate conduct aligned with the code of conduct.
• Adhere to White Horse Village’s code of conduct in performing duties.

Committee Function

• Serve on committees as assigned and participate fully.

Position Specific Duties

• Stellar customer service and professional communication with internal customers and vendors are essential to success.
• Demonstrated history of solving problems in a collaborative, deadline-driven environment while managing multiple priorities.
• Strong attention to detail and organizational skills to identify and implement solutions.
• Dependable and able to work independently or as part of a team.
• Generalist IT knowledge across desktop support, cyber security, and related areas.
• Perform fixes on remote computing equipment, peripherals, and wireless/cell devices; test fixes to ensure resolution.
• Manage daily desktop support operations for office and field staff, including configuration, deployment, and troubleshooting of workstations, mobile devices, software, operating systems, and applications.
• Handle hardware and software configuration, maintenance, upgrades, and troubleshooting for workstations, laptops, tablets, iPhones, mobile devices, and printers.
• Maintain workstation security patches, virus updates, and software updates.
• Onboard new team members with IT best practices and policy training.
• Stand up desktops and mobile devices, create software accounts, and assist in training new staff on hardware and software usage.
• Maintain an accurate inventory of PCs, mobile devices, printers, software licenses, and related equipment.
• Support telephony adds, moves, and changes as required.
• Interact with vendors to facilitate hardware repairs (printers, laptops, desktops).
• Perform hands-on fixes at the desktop level.
• Other duties as assigned.

Compliance Requirements

• Completes annual compliance and HIPAA training and demonstrates conduct aligned with the Code of Conduct.
• Adheres to the organization's policies and procedures regarding the Compliance Program and reports concerns promptly.
• Follows all local, state, and federal regulations as they pertain to the position.
• Adheres to Privacy and Security practices in line with HIPAA regulations.

Values

• Integrity
• Compassion
• Inclusiveness
• Growth
• Generosity
• Respect
• Relationships
• Stewardship

Job Type

Full-time

Pay

$30.00 - $33.45 per hour

Experience

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location

In person