On-Site IT Help Desk Technician I

Westminster Canterbury on Chesapeake Bay; Virginia Beach (VA); On-site; USD 31,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance (Day

Life & Disability Insurance

Retirement Plan with Employer Match

PTO & 6 Paid Holidays (+ 2 Floating)

Tuition Assistance + Scholarships

Employee Assistance Program (EAP)

Legal/Identity Theft Protection

Team Member Discounts

Career Growth & Leadership Development

Job summary

Westminster-Canterbury on Chesapeake Bay in Virginia Beach is seeking a Helpdesk Technician I to join our Information Technology Team. You will resolve tickets, provide end-user support, and document issues in our ticketing system.

The role requires at least 1 year of IT troubleshooting experience, familiarity with Google Workspace, Windows OS, Office 365, and ticketing platforms such as Freshdesk or Jira Service Desk. You will assist residents, staff, and visitors with technical help.

Qualifications

• High school diploma or equivalent.
• 1 year of troubleshooting IT hardware, software, and networks, or an equivalent combination of education and training.
• 6 months to 1 year of demonstrated customer service experience in a retail, hospitality, or equivalent customer facing experience.
• Familiarity with Google Workspace, Chrome OS, Microsoft Office 365, Windows OS, and web-based applications.
• Experience with a ticketing system such as Freshdesk, ServiceNow, Remedy, Jira Service Desk, or equivalent.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, basic LAN/WAN concepts, and network cabling.

Responsibilities

• Resolve technical support tickets remotely or on-site, troubleshooting issues and escalating complex or high-priority problems to the appropriate support groups.
• Follow up with users by phone or email to confirm issues have been effectively resolved.
• Provide technical support, troubleshooting, instruction, and guidance for IT software, hardware, products, and services.
• Provide support to residents, team members, families and guests, vendors, and visitors.
• Research and determine the most effective solutions to resolve technical issues.
• Accurately document customer information, troubleshooting steps, resolutions, and other required details in the Helpdesk Ticketing System; resolve tickets within established SLAs.
• Create and maintain knowledge base articles, standard operating procedures, and other technical documentation; train IT team members as needed.
• Build, configure, and image desktop and laptop systems and install required software.
• Manage user accounts and permissions within established authority levels.
• Maintain IT equipment across campuses and for remote users, including equipment inventory.
• Assist with in-person, virtual, and hybrid meeting technology, including conference room setup and support.
• Provide support for printing, scanning, and copying equipment.
• Participate in Helpdesk projects and other assignments as directed by the supervisor.
• Assess each customer’s level of technical knowledge and communicate technical information clearly.

Skills

Verbal communication

Collaboration

Analytical thinking

Time management

Technical documentation

Independent work

Learning new technologies

Problem solving

Education

High school diploma

Tools

Freshdesk

ServiceNow

Remedy

Jira Service Desk

Job description

Westminster-Canterbury on Chesapeake Bay in Virginia Beach is seeking a Helpdesk Technician I to join our Information Technology Team. You will resolve tickets, provide end-user support, and document issues in our ticketing system.

The role requires at least 1 year of IT troubleshooting experience, familiarity with Google Workspace, Windows OS, Office 365, and ticketing platforms such as Freshdesk or Jira Service Desk. You will assist residents, staff, and visitors with technical help.