IT Helpdesk Technician

RiverWoods is currently seeking an experienced IT Helpdesk Technician to join our Information Technology team which which supports our network of life care communitys, offering three levels of care – independent, assisted living and skilled nursing.

Under the direction of the IT Manager, this person will work collaboratively with their team while providing support to all aspects of the RiverWoods’ community and abide by the RiverWoods Code of Conduct at all times.  This is a Full Time 40 hour/week position onsite at our campus in Manchester, NH however coverage at other locations in Exeter and Durham, NH may be needed at time.

At RiverWoods, you can expect to find a fun, energetic and friendly team of people who enjoy working together and creating excellence for our residents.  Our staff, residents and trustees are partners in open communication in the development of our organization.  We are a nationally-recognized Fit Friendly company, and a non-smoking campus.  

Benefits:

• Medical and Dental Insurance, within 30 days of starting employment
• 403(b) Retirement plan with a company match
• Earned Time off, start at 15 days
• 6 Paid Holidays, 4 Personal Days
• Wellness Programs
• On-site fitness opportunities
• Employee meal program
• Education assistance/Tuition Reimbursement

General Responsibilities

• Field incoming service requests from end users via ticketing system, telephone or walk-up in a courteous manner
• Prioritize and schedule tasks. Escalate problems (when required) to the appropriate resource
• Build rapport and elicit problem details from employees of varying levels of technical knowledge
• Record, track, and document the help desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Diagnose and resolve unique, non-recurring problems
• Set-up complete computer systems for new employees, from image to employee desk
• Provide support for mixed platform environment: Win11, Win10, Mac OS, Android, iOS, tablets, laptops, desktops and phone system
• Support of Audio/Video for meetings, conference rooms and company events
• Train end users on software and various other applications and hardware
• Complete projects or parts of projects as assigned
• Participate in IT On-Call rotation
• Perform other duties as assigned

Minimum Requirements:

• High school diploma or equivalent
• Experience in an IT team environment
• Setup, configuration, troubleshooting of Windows and MAC OS desktop/laptop hardware and software.
• Strong knowledge of Microsoft Office Suite, including Outlook and other productivity software
• Knowledgeable in Active Directory, DNS, DHCP, Group Policy, NTFS share permissions, Office 365
• Basic knowledge of network topology, troubleshooting and diagnostics
• Excellent written e-correspondence and verbal communication skills
• Efficient and accurate troubleshooting, both at desk-side and remote support

Preferred Requirements:

• Associates Degree or equivalent, or 5+ years in Helpdesk Support position
• Microsoft certifications, A+ certifications, Dell or Apple certified technician
• Very strong attention to detail and out-of-the box thinking
• Strong project completion and delivery skills
• Self-motivated, organized and able to work well both independently and in a team-environment, with an appropriate sense of urgency
• Whatever-it-takes/can-do attitude

Work Schedule: 

Monday through Friday from 8:00 AM to 4:30 PM, as-needed for special projects and participation in the IT On-Call rotation.

RiverWoods Group: Northern New England’s Largest Family of CCRCs

Three Communities, One Philosophy: Providing Community and Peace of Mind

Since 1994, every day we honor our founding premise: we are here to make things better. Everyone who works here, who serves on our board, who comes to live at one of our communities is connected to this concept. We are about making things better for people, every day. We believe that growing older should enhance, not diminish, the opportunity for a productive and rewarding life.

Each member of our team plays a critical role in achieving our mission: to create community and provide peace of mind to our residents. At RiverWoods, you will have the opportunity to work in a bright, attractive and vibrant community and enjoy a thriving long-term career.

If you’re looking for work that has meaning, purpose, and a future – then RiverWoods is for you.