IT Technician

IT Helpdesk TechnicianRiverWoods 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.ResponsibilitiesGeneral ResponsibilitiesField incoming service requests from end users via ticketing system, telephone or walk-up in a courteous mannerPrioritize and schedule tasks. Escalate problems (when required) to the appropriate resourceBuild rapport and elicit problem details from employees of varying levels of technical knowledgeRecord, track, and document the help desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolutionDiagnose 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 deskProvide support for mixed platform environment: Win11, Win10, Mac OS, Android, iOS, tablets, laptops, desktops and phone systemSupport of Audio/Video for meetings, conference rooms and company eventsTrain end users on software and various other applications and hardwareComplete projects or parts of projects as assignedParticipate in IT On-Call rotationPerform other duties as assignedQualificationsMinimum Requirements:High school diploma or equivalent0–2 years of IT support experienceExperience with setup, configuration, and troubleshooting of Windows desktop/laptop hardware and softwareBasic knowledge of Microsoft Office Suite, including Outlook and other productivity softwareFamiliarity with Active Directory and Office 365Excellent written and verbal communication skills, including professional e-correspondenceStrong troubleshooting skills, both for desk-side and remote support, with efficiency and accuracyPreferred RequirementsRelevant certifications such as Microsoft or CompTIA A+Strong attention to detail with creative, out-of-the-box problem-solving skillsProven ability to complete projects efficiently and deliver resultsSelf-motivated, organized, and able to work independently or collaboratively in a team environment, with an appropriate sense of urgencyPositive, proactive, and solution-oriented mindset, demonstrating resilience, adaptability, and a willingness to take initiative to get things doneWork 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 CCRCsThree Communities, One Philosophy: Providing Community and Peace of MindSince 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.