IT Help Desk Technician

Willow Valley Communities is hiring an IT Help Desk Technician to serve as the first point of contact for Team Members seeking support over the phone, by email or ticketing system and support repairs, modification and replacement of Team Member computer hardware and software systems. This role also supports Residents with TV, telephone, and internet services.

Opportunities with WVC:

• Excellent benefits package, including medical, dental and vision
• Generous PTO package
• Career growth opportunities
• Use of amenities, such as our fitness center, spa, cafes and swimming pools
• Plus many more

Responsibilities:

• Level 1 help desk. Serves as first point of contact in responding to Team Member inquiries concerning computer operation, printer systems, diagnoses system software, operator problems, and password resets.

• Provide quick resolution and excellent customer service.
• Redirect unresolved issues to the next level of support personnel or vendor support for critical issues.
• Repair or replacement of hardware and peripheral components such as monitors, keyboards, wired or wireless mice, phones, printers, etc.
• Troubleshoot, diagnose, and resolve technical hardware, basic networking, and/or software issues.
• Assist in training users in the basic operation of computers and related components.
• Apply computer and technical expertise to Residents purchasing WVC technology with connections to CampusTV, CampusTel, and CampusNet. Assistance provided is based on the Resident Internet IT Policy.
• As needed, support TV cable boxes with updated features, and train Residents how to use the cable box.
• Update ticketing system with details on problem resolution.
• Provide status updates to IT Operations Manager and as needed to other Team Members, via voice mail, E-mail, or in-person communication.
• Part of IT On Duty rotation covering evenings and weekends.

Qualifications:

• Minimum of Associates Degree in Information Technology or 6 months related experience, and/or training; or equivalent combination of education and experience.

• Regular attendance is required of this position as well as potential weekend and holiday hours.
• Excellent written and oral communication required.
• Basic working knowledge of TCP/IP networking.
• Hands on experience with diagnosing and resolving basic technical issues.

Hours:

• 40 hrs/week

Schedule:

• 8:00am-5:00pm Monday-Friday with on call rotation
• This position is on-site and not remote

Location:

• The North of Willow Valley Communities
• 600 Willow Valley Square, Lancaster, PA 17602