IT Helpdesk Technician

Masonic Village at Elizabethtown
Elizabethtown, PA
Jul 26, 2022
Aug 08, 2022
Full Time
Masonic Villages of Pennsylvania - Elizabethtown Campus - is immediately hiring a IT Helpdesk Technician. This is a Full Time Day position working Monday-Friday only!As a IT Helpdesk Technician, you will carry out our Mission of Love by providing daily IT technical support services for the Masonic Villages staff, Masonic Village services offered to residents, and other entities managed by the Masonic Villages. This position could assist with IT Projects and assignments as requested.Our IT Helpdesk Technician is responsible for the following: Take calls from customers seeking technical assistance, by professionally answering the IT Help Desk phone, emails, and tickets, providing a timely resolution to basic requests.Log helpdesk calls accurately and in a timely manner, in the helpdesk ticketing system. Document conversations and other pertinent information in the ticket regarding the request. De-escalate situations involving dissatisfied customers, offering patient assistance and support.Properly escalate and assign tickets in a timely manner to appropriate IT staff for review and resolution.Work with the IT Support Service Lead to quickly resolve the request, or direct you to re-assign the ticket to other IT staff for review.Ability to identify, troubleshoot and resolve a wide range of system access issues and problems, which could include but not limited to: user account requests, locked account, password resets, shared folder access, printing issues, telephone questions, and other basic computer related items.Perform technical troubleshooting support with excellent communication skills asking pertinent questions.Ability to work in a team environment and assist other IT staff, as needed.Operate the Masonic Villages' computer systems, including all peripherals and communications equipment.Assist with setup, upgrades and removal of equipment as needed with other IT support members. Complete necessary forms required to track inventory.Ability to work on more than one task at a time and manage work effectively by prioritizing own assignments, schedules, and meetings, resulting in timely completion of work. Assist with other assignments, as needed. This position may be asked to travel on occasion, work overtime based on needs and assignments, and provide limited "on-call" IT support if needed.What You Have:High school diploma or GED required, with an understanding of computer systems and/or technology.Excellent customer service skills, phone etiquette skills, problem solving skills, organizational skills, and patience with all types of customers.Experience with Microsoft Office and/or O365 applications. Ability to work in a fast-paced environment.With over 145 years of providing award-winning care and services across the state of PA, Masonic Villages is driven by our Mission of Love to assist individuals in realizing their potential and enjoying the highest possible quality of life.Why Choose Masonic Villages:Each campus is supported by corporate leaders who are fully invested in the mission and to hiring like-minded individuals who are committed to providing heartfelt customer service and invested in contributing to our team environment. When you join our team you can expect:Industry-leading benefits that start day one, like a $0 cost medical coverage optionCompetitive pay rates to attract the best talentTuition and Educational ReimbursementA commitment to growing our leaders, with at least 50% of our leadership positions being filled internallWe are proud to be an equal opportunity employer.Learn more about working at Masonic Villages of PA at our careers page: