Help Desk Technician

The Help Desk Technician provides first-line technical support to end-users for hardware, software, and network issues. This role is responsible for responding to service requests, troubleshooting problems, and escalating complex issues to higher-level IT staff when necessary. The technician ensures timely resolution of technical issues to minimize downtime and maintain business continuity.

Essential Job Functions

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system.
• Provide support for desktops, laptops, mobile devices, printers, and other peripherals.
• Troubleshoot and resolve issues related to operating systems, applications, and basic network connectivity.
• Log, track, and update all support requests in the ticketing system with accurate details.
• Reset passwords, configure user accounts, and provide basic user administration.
• Escalate unresolved or complex issues to other support technicians or IT management.
• Assist with the setup and deployment of new hardware and software.
• Provide excellent customer service and maintain a professional demeanor when working with staff at all levels.
• Follow standard operating procedures (SOPs), security protocols, and compliance requirements.
• Document solutions to common problems for knowledge base and training purposes.

Knowledge and Critical Skills

• Be able to make independent decisions and follow instructions.
• Strong communication and problem-solving skills.
• Ability to work independently and manage multiple priorities.
• Customer-focused mindset with patience and professionalism.
• Communicate effectively in a manner that is sufficient for effective communication with supervisors, team members, prospects, residents, and families.
• Knowledge/proficiency of Microsoft Office 365 Suite.

Education and Experience

• High school diploma or equivalent required; associate's degree in IT or related field preferred.
• 1-2 years of experience in a help desk, desktop support, or customer service role.
• Basic knowledge of Windows/Mac operating systems, Microsoft Office 365 Suite, and common business applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira) a plus.
• Understanding basic networking concepts (IP, DNS, DHCP).

Supervisory Responsibility

This position does/does not have any direct reports or supervisory requirements.

Working Conditions and Physical Demands

Physical Requirements - The Physical activities of this position involve:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 25 lbs. for hardware setup and moves.
• Ability to move throughout the office

Cognitive Requirements - The Cognitive activities with or without prosthetics of this position are:

• Executes tasks independently
• Communicate in a manner that is sufficient for effective communication with supervisors and team members.
• Ability to express yourself clearly and effectively
• Proficient computer literacy

Environmental Requirements - An individual in this position may be exposed to:

• Ambient room temperatures, lighting and traditional office equipment as found in a typical office environment

Other Requirements -

• Able to work flexible hours as needed

Platinum Service®

Platinum Service® is characterized by a high level of responsiveness delivered in a flawless, timely and caring way. Employees commit to providing courteous, responsive, and quality service to our residents by following the principles of our Platinum Service® program.

Qualifications

The Goodman Group, a privately held company, manages senior living and health care communities, residential communities and commercial properties that provide homes and services for more than 10,000 residents and employment for over 4,000 individuals. Together, we strive to carry on Sidney and John Goodman's legacies of leadership, growth, kindness, entrepreneurship and innovation.

Wage

$25.97 - $30.28/hour