IT Help Desk Technician - Level 1

** NEW, INCREASED PAY RATES! **

THE WESLEY COMMUNITY IS SEEKING A HELP DESK TECHNICIAN!

Job Title: Help Desk Technician

Shift: Day

Status: Full Time

Department: Information Technology

Everything we do at Wesley is guided by our Core Values which form the acronym "CARES". These Core Values are COMPASSION, ACCOUNTABILITY, RESPECT, EXCELLENCE and SPIRIT. It's more than a job: it's caring that starts in the heart.

What will I do as a Help Desk Technician for The Wesley Community?

• Field incoming help requests from end users via both telephone, e-mail and help desk ticketing system in a courteous manner. This may include both staff members and residents.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Team member.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization. Including assisting with general network administration, door access, camera, phone and other systems.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.

Help Desk Technician Requirements:

• A working knowledge of computer hardware.
• Must have experience with Windows 7 and Windows 10 operating systems.
• Must have a good working knowledge of and the ability to support Microsoft Office applications including Office365
• Have familiarity with Cloud based computer systems.
• Must have good problem-solving/troubleshooting skills.
• 1 year of similar work experience preferred.
• College diploma or university degree in the field of Information Technology preferred.
• Information technology certifications preferred.

The Wesley Community strives to have its employees be part of this culture of excellence, to enjoy their work and be rewarded for their superior efforts and performance.

Employee Benefits:

• Competitive pay rates.
• Flexible scheduling options.
• Opportunities for professional growth & development.
• Caring and supportive teamwork atmosphere.
• Healthcare benefits for qualifying employees upon hire.
• A fun environment, including theme weeks, recognition events and opportunities for involvement.
• Member of The National Association of Health Care Assistants (NAHCA)
  

About the Wesley Community:

For over 40 years, The Wesley Community has provided services and programs with a commitment to compassion, caring and excellence. Our distinctive continuum of care offers a unique balance of community living and care giving that ensures quality of life at every stage of life.

We are a mission driven, not-for-profit organization that puts people first. We are proud of our reputation for excellence, innovation, and a personal approach to care and services. We encourage and support our residents in their efforts to achieve their goals, and we treat them respectfully.

Learn more about working at the Wesley Community at our careers page: www.thewesleycommunity.org/careers/