Job Description

Job Description

Job Description

IT Service Desk Technician-Eastern NC

Looking for a great work environment with a small corporate IT team serving about 1200+ employees? EveryAge is recognized as an industry leader among not-for-profit senior living communities with 14 locations serving over 2100 older adults in North Carolina and Virginia on a daily basis. If you enjoy working independently, communicating with teams, and have a record of reliability we have a place for you!

Responsibilities and Duties

We have a new position for an IT Service Desk Technician to provide first level IT support throughout the organization remotely and onsite. This is a new position that we estimate about 50% work from home and 50% travel. This position will cover onsite IT support at several facilities between Suffolk VA and Wilmington NC. This position is a work from home position, but is also a travel position, which will require onsite travel to these locations. We are looking to hire someone in the New Bern NC area so that when travel to the other sites is necessary, all work can typically be completed within 1 day worth of travel so you can be home at the end of the day.

IT Service Desk Technician’s primary role is user creation and termination; providing technical support for software, laptop and smartphone hardware, telephone, printer and audio-video conferencing problem resolution to employees by performing problem diagnosis and providing timely solutions to the end-users remotely and onsite; clearly communicating technical solutions in a professional manner; setup and install hardware and software; provide desk side assistance to users as needed; documenting all support activities in help desk system; and performing related work as required.

This position is a non-exempt IT position. This position reports to the Director of IT and works with the System Administrator. There are no direct reports to this position.

Primary Duties and Responsibilities

• Works as part of the IT Support Team, providing professional and courteous assistance to our Teammates, with a genuine desire to understand and solve problems through to completion.

• Respond to IT Service Desk requests via telephone, email, remote access, and in- person.

• Tracks all end-user support activities through the IT Department’s work order system.

• Supports and maintains user account information including rights, security and systems groups for software and vendor programs.

• Monitors and enforces corporate data integrity and security policy.

• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and software, e-mail, Internet, Wi-Fi and local-area network access problems.

• Delivers, tags, and configures end-user laptop/desktop/cell phone hardware, software, and peripherals as needed and assigned.

• Develop and maintain an advanced level of proficiency with software and hardware in use.

• Work independently to research and resolve complex technical issues.

• Visit remote offices to provide onsite assistance and inventory tasks as needed. Occasional overnight travel required.

• Relies on experience and judgment to plan and accomplish goals.

• Continuing education required to build technical skills

Requirements

Excellent oral and written communication skills. At least two years’ experience working in an IT support role, preferably in a health care environment. Must have basic knowledge of the

Windows Server and desktop operating systems, Active Directory, DNS, Microsoft Office

Desktop and Office 365 Cloud application, desktop/laptop hardware, mobile devices. Knowledge of TCP/IP networking fundamentals. Prefer knowledge of working with Windows 11, iOS devices, mobile device management, and other software applications in a health care environment. Must be able to lift and carry 25 pounds.

Qualifications and Skills

• A four year degree from an accredited college or university is desired or equivalent technical training.

• Knowledge of MS Office products, Office 365, Azure AD, Windows AD, TCP/IP networks and network equipment.

• Knowledge of Microsoft Windows desktop and server OS, ChromeOS, iOS, and Android

• Maintains a valid North Carolina Driver’s License with an excellent driving record.

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