IT Technician

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 communities, 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 across the 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. Benefits include: Medical and Dental Insurance, 403(b) Retirement plan with a company match, Earned Time off, Paid Holidays, Wellness Programs, On-site fitness opportunities, Employee meal program, Education assistance/Tuition Reimbursement.

Responsibilities

General 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

Qualifications

Minimum 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

Preferred Requirements

• 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

Work Schedule: Monday through Friday from 8:00 AM to 4:30 PM, as-needed for special projects and participation in the IT On-Call rotation.

RiverWoods Group: Northern New England's Largest Family of CCRCs

Three Communities, One Philosophy: Providing Community and Peace of Mind

Since 1994, every day we honor our founding premise: we are here to make things better. Everyone who works here, who serves on our board, who comes to live at one of our communities is connected to this concept. We are about making things better for people, every day. We believe that growing older should enhance, not diminish, the opportunity for a productive and rewarding life.

Each member of our team plays a critical role in achieving our mission: to create community and provide peace of mind to our residents. At RiverWoods, you will have the opportunity to work in a bright, attractive and vibrant community and enjoy a thriving long-term career.

If you're looking for work that has meaning, purpose, and a future – then RiverWoods is for you.