IT Helpdesk Technician

Wohlsen Construction; Lancaster (Lancaster County); On-site; USD 45,000 - 65,000; Full time

Job summary

Wohlsen Construction is seeking an engaged Help Desk Technician to support team members with technology, manage tickets, and maintain IT resources. You will set up equipment for offices and project sites, provide guidance, and contribute to the IT knowledge base.

You will lead technology projects, coordinate deployments, and mentor coworkers while ensuring security and confidentiality across Wohlsen's systems. Remote support to multiple sites may be required.

Qualifications

• Associate’s degree or equivalent combination of education and/or experience.
• 3+ years of experience with technology troubleshooting.
• 3+ years of experience in a customer service/help desk environment.
• Proficiency with Microsoft operating systems, Microsoft Office software, computer hardware, and mobile devices.
• Strong interpersonal skills are necessary for interaction with Team Members.
• Have a valid driver’s license to have transportation to support remote offices and job sites.
• When necessary, must be on call and work overtime and weekends.
• Must be flexible and able to handle multiple tasks simultaneously.
• Ability to work without supervision.
• Comply with logical and physical security policies, processes, and practices.
• Maintains 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 our technology inventory.
• Setup and deploy technology equipment for offices, project sites, and Team Members.
• Provide technical assistance and advice to all Wohlsen Team Members.
• Support the deployment of technologies managed by the Technology team.
• Lead assigned technology projects, including tracking and reporting on statuses.
• Maintain and contribute to IT knowledge base.
• Setup 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 the upgrade of existing software or hardware systems to ensure high-performance technology systems.
• Other duties as assigned.

Skills

Tech troubleshooting

Customer service

MS Windows & Office

Mobile devices

Education

Associate degree or equivalent

Tools

Ticketing system

Active Directory

Remote access tools

Job description

About Your Opportunity

Wohlsen isseekingan engaged and personableHelpDeskTechnicianto deliver excellent support to our Team Members andtheimprovement ofIT resources and usage of technology tools.

HowYou’llContribute:

• SupportWohlsenTeam Members in their use of technology systems

• Manage technicalrequeststhroughtheHelpdeskticketing system

• Accurately track and manage ourtechnologyinventory

• Setup and deploy technology equipment foroffices, project sites,and Team Members

• Provide technicalassistanceand advice to allWohlsenTeamMembers

• Support the deployment of technologies managed by the Technology team

• Lead assigned technology projects, including tracking and reporting on statuses

• Maintain and contribute toITknowledgebase

• Setup andmaintainvideo conference and related AV equipment

• Coordinate internal IT training to introducenew technologiesand promote awareness

• Attend seminars, workshops, and educational opportunities on current technologiestomake technical recommendations

• Mentor coworkers and fosteralearning and growth environment

• Research and recommend the upgrade of existing software or hardware systems to ensurehigh-performancetechnology systems

• Other duties as assigned

Relationships

• Reports toIT Manager

• Works alongsideIT Team Members

• Provides support to allWohlsenTeam Members

Authority

• Recommend tools/processes/etc.for use inITTeam.

• Update tracking systems and IT databases.

• AdministerApplications/Services,manage useraccess/licensing.

Accountability

• Adhere to IT End User SLAof 2 hours to first response and8-hourresolution

• Coverage ofHelpDeskservices, coordinating coverage when not available

• Strict adherence to documentation requirements

• Accurate inventory database

Qualifications

• Associate’sdegreeor equivalent combination of education and/or experiencerequired.

• 3+ years of experience with technology troubleshooting.

• 3+ years of experience in a customer service/help desk environment.

• Proficiencywith Microsoft operating systems, Microsoft Office software, computer hardware, and mobile devices.

• Stronginterpersonal skills are necessary for interaction withTeam Members.

• Have a validdriver’slicense to have transportation to support remote offices and job sites.

• When necessary,mustbe on call and work overtime and weekends.

• Must be flexible and able to handle multiple tasks simultaneously.

• Ability to work without supervision.

• Comply withlogical and physical security policies, processes, and practices.

• Maintains confidentialityregardinginformation stored on Wohlsen technical resources.

Physical Requirements

In a normal day, this position requires little to no standing or walking. In a normal day, the employee must be able to sit for 7+ hours. In a normal day, the employee must be able to drive 1-4 hours. Employeemust be able to lift/carry up to 10 lbs. maximum; occasionally carry small objects. In this position,employeeoccasionally (0-33%) must be able to bend at waist, squat the knees, climb (including ladders), reach above shoulders, kneel, crawl, use feet (foot controls), and/or work at heights above 6 feet.

It is the policy of Wohlsen Construction to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender, gender identity, genetic information, pregnancy or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities.