Help Desk Technician I

Location: 3100 Shore Drive, Virginia Beach, VA 23451
Reports to: IT Manager
FLSA: Non-Exempt, Hourly
Schedule: Full-time: Monday - Friday 8:30am - 5:00pm; Some Saturdays will be needed

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About Us

Founded in 1982, Westminster-Canterbury on Chesapeake Bay is a not-for-profit, faith-based Life Plan Community. Located along the southern shore of Chesapeake Bay, our scenic, resort-style campus is home to a vibrant community of residents and staff who share a passion for service, joy, and well-being.

Our mission? Enriching lives through the power of purpose, belonging, and wellness.

We live our values every day:

- Respect for every person

- Passion for what we do

- Professionalism in all we do

Apply today and help us bring wellness, joy, and energy to the heart of our community!

Our Information Technology Team is a driving force behind our organizations mission, providing reliable, secure, and innovative technology solutions that empower our organization. Our dedicated IT team ensures that systems run seamlessly, data remains protected, and digital tools enhance efficiency and collaboration across all departments. From supporting internal operations to improving access and communication for residents, the IT Department is committed to using technology to strengthen our organizations impact and create meaningful connections that make a difference every day.

The Helpdesk Technician I is responsible for assisting customers who are experiencing procedural or operating difficulty with the use of Information Technology applications, products, or services. Will escalate complex and/or high priority problems to specialized support groups for resolution when needed; however, this position is responsible to ensure that an effective solution is provided to the user. Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community. Always models our core values of respect, passion, and professionalism, and is willing to assist, or use personal authority, in holding all others accountable for doing the same.

What You'll Do In This Role

- 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 WCCB 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 Service Level Agreements (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 WCCB 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 in a clear, respectful, and appropriate manner.

- Demonstrate initiative by assisting team members and customers wherever needed while maintaining confidentiality and compliance with WCCB policies.

- Model WCCB's core values of respect, passion, and professionalism and support the mission of Westminster-Canterbury on Chesapeake Bay.

- Perform other duties as assigned.

Core Competencies

- Excellent verbal communication and active listening skills (conveying information concisely, posing probing questions to elicit more detail about specific issues, refraining from speaking too often or interrupting others, etc.)

- Strong collaboration, adaptability, and prioritization skills.

- Strong analytical and problem-solving skills with the ability to independently determine appropriate solutions.

- Ability to manage deadlines and adapt to changing or unpredictable assignments.

- Ability to explain technical information clearly to residents and team members with varying levels of technical experience.

- Ability to work independently and as part of a team while maintaining professionalism.

- Ability to learn and support new and changing technologies.

- Ability to assess technical issues from both a detailed and organizational perspective.

Physical Requirements

- Must be able to work for prolonged periods of time in front of a computer, enter and retrieve data from a computer, view computer monitor(s), wear a headset, and use a telephone

- Must be able to perform physical activities, such as but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking, and the pushing and pulling of carts if necessary.

- Must be able to install and maintain computer equipment in offices, apartments, small server rooms, wiring closets and public areas.

- Must be able to move about large campus to deliver services.

- Must have the ability to climb or descend multiple flights of stairs.

The Experience You'll Bring

Required

- High school diploma or equivalent.

- At least 1 year of experience troubleshooting IT hardware, software, and networks, or an equivalent combination of education and training.

- At least 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.

Preferred

- CompTIA A+, Network+, and/or Security+ certification.

- Experience working in a senior living community.

Compensation & Benefits

- Compensation Range : $22.33 - $24.80 per hour (based on relevant experience)

- Full-Time Employee (and eligible Part-Time Employee) Benefits & Perks Include:

Medical, Dental, Vision Insurance (Available Day One!)

- Life & Disability Insurance (Short- and Long-Term)

- Retirement Plan with Employer Match

- Paid Time Off (PTO) & 6 Paid Holidays (+ 2 Floating Holidays)

- Tuition Assistance + Scholarships for You & Your Family

- Employee Assistance Program (EAP)

- Legal/Identity Theft Protection Plans

- Team Member Discounts

- Career Growth & Leadership Development Opportunities

At-Will Employment Statement
Employment with our organization is at-will, meaning that either the employee or the employer may terminate the employment relationship at any time, with or without notice, and for any reason not prohibited by law.

Equal Employment Opportunity Statement
We are an equal opportunity employer and are committed to creating an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic as outlined by applicable laws.