Help Desk Technician

• On-site
• Information Technology
• Full-Time
• Requisition #: HELPD
  001610

Description

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

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

Our Information Technology
Team is a driving force behind our organization’s 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 organization’s 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…