IT Helpdesk Technician

Purpose of Job:

This position will provide support services for a high-paced professional organization under the guidance and direction of the Sr. Director of IT. The successful candidate will have the ability to define IT issues and clearly communicate proposed solutions to end users. The Helpdesk Technician provides IT technical support to users in a professional, customer service driven organization. Participates in the local and remote support of desktops, laptops, tablets, iPhones, VoIP phones, and cloud-based system configurations and deployments.

Introduction:

Your job description has been designed to outline the responsibilities of your specific job title. Every effort has been made to include all items. It is understood that since you work in the service industry that NOT all situations can be listed. We encourage you to provide the best customer services possible while accomplishing the tasks of your job. The omission of specific duties or responsibilities does not mean that you should not complete the task. Your job description outlines the general duties as well as establishes the method for performing other duties as assigned by the director of the department.

This job description contains 7 essential categories for every job and 7 categories of title specific duties. Please review them and ask your supervisor if you have any questions.

Administrative Functions:

Maintain a good work rapport with inter-departmental personnel

Assist in planning, developing, organizing, and implementing departmental activities as directed

Assist coordinating departmental service with other departments

Adhere to all WHV policies and procedures

Create and maintain a good customer service environment

Attends monthly town hall meetings as scheduled.

Training/In-Service Attendance:

Attend and participate in all required in-services and educational classes.

Safety and Sanitation:

Follow and establish safety procedures and precautions when performing the aspects of your job.

Report all injuries immediately to your supervisor.

Lift using proper technique. Assist others when directed.

Report all unsafe and hazardous conditions and equipment to your supervisor.

Maintain a work area that is clean and hazard free.

Follow all infection control procedures as they apply.

Know and follow fire and disaster plans.

Use personal protective equipment when performing tasks that might involve infectious materials.

Equipment and Supply Usage:

Report all equipment malfunctions or breakdowns immediately.

Report low or depleted supplies to the appropriate person.

Use equipment for its intended purpose.

Follow correct official procedures when using equipment.

Resident Rights:

Maintain the confidentiality of resident information

Handle all resident property with respect

Knock before entering a resident’s living unit (if necessary)

Ensure that residents are treated fairly and with respect allowing for individuality and privacy

Uphold the residents’ civil rights

Regulatory Compliance:

Follow all OSHA, DHS, DOH, CDC guidelines

Review book of Safety Data Sheets prior to working with any chemicals

Treat all team members fairly and equally without regard to race, color, creed, national origin, age, sex, sexual orientation, religion, ADA or marital status

Adhere to all local, state or federal regulations as they apply

Completes annual compliance training and exhibits behavior as set forth by the code of conduct in the performance of their duties.

Abides by White Horse Village’s code of conduct in the performance of their duties.

Committee Function:

Serve on committees as assigned.

When serving on a committee, participate to the fullest of your ability.

POSITION SPECIFIC DUTIES:

• Stellar customer service skills combined with the ability to professionally interface and communicate (both written and verbally) with internal customers (coworkers & management) and vendors in a clear, concise, and professional manner are paramount to the success of this role. 
• Demonstrated history of successful problem-solving skills in a collaborative, deadline driven environment with the ability to handle multiple priorities. 
• Outstanding attention to detail and organizational skills are needed to identify and implement appropriate solutions. 
• Dependable, reliable and ability to work independently and as part of a team. 
• Generalist knowledge in various IT areas, such as desktop support, cyber security, and methods used in those areas. 
• Perform fixes on remote computing equipment, peripherals, and wireless and cell devices. 
• Tests fixes to ensure problem has been adequately resolved. 
• Maintain daily desktop support operations for office and field team members, which may include but are not limited to configuration, deployment and troubleshooting of all workstations, mobile devices, software, operating systems, and applications. 
• Perform hardware and software system configuration, maintenance, upgrades and troubleshooting of workstations, laptops, tablets, iPhone, mobile devices, and printers. 
• Maintain workstation security patches, virus updates and software updates. 
• Onboard new team members in IT best practices and policy. Stand up desktops, mobile devices, create software accounts and assist in the training and orientation of new team members in the use of hardware and software. 
• Maintain an accurate inventory of all PCs, mobile devices, printers, software, licenses, and related equipment. 
• Support telephony adds, moves and changes as required. 
• Interact with vendors to facilitate repairs of hardware, i.e., printers, laptops, and desktops 
• Perform hands-on fixes at the desktop level. 
• Other duties as assigned

Compliance Requirements:

Completes annual compliance and HIPAA training and exhibits behavior as set forth by the Code of Conduct in the performance of duties.

Adheres to the Organizations Policies and Procedures regarding the Compliance Program of the organization and is timely in reporting any possible concerns.

Follows all local, state and federal regulations as they pertain to the position.

Adheres to the Organization’s Policy and Procedures covering Privacy and Security in Compliance with HIPAA regulations.

VALUES:

• Integrity: Doing the right thing even when nobody is looking.
• Compassion: Demonstrate care and empathy in all our interactions.
• Inclusiveness: Create a diverse environment that is welcoming and accepting.
• Growth: Explore opportunities for learning and change.
• Generosity: Give of oneself to benefit others.
• Respect: Value the worth of each person.
• Relationships: Develop meaningful connections with one another.
• Stewardship: Commit to use our resources wisely.