IT Helpdesk Technician

Role Overview

• Serve as the primary point of contact for tier 1 IT support requests submitted via phone, email, chat, and in-person; handle every interaction with professionalism, patience, and ownership.
• Acknowledge, triage, and prioritize incoming tickets promptly; set accurate expectations and follow through to resolution without needing to be chased.
• Diagnose and resolve hardware, software, connectivity, and account access issues through methodical troubleshooting focused on root cause, not just symptom relief.
• Follow up on open tickets proactively and confirm resolution with the end user before closing any case.
• Support the day-to-day health of the organizations endpoint environment, including desktops, laptops, mobile devices, and peripherals; assist with imaging, provisioning, and deployment of new and replacement devices.
• Maintain and support audiovisual equipment in conference rooms and common spaces, including displays, video conferencing systems, and presentation hardware; respond to A/V issues promptly to minimize disruption to meetings and events.
• Maintain the IT asset management system with strict accuracy, ensuring all hardware and software assets are properly recorded and tracked from procurement through retirement; conduct periodic audits and coordinate asset disposition in accordance with organizational policy.
• Document every resolved issue completely symptoms, steps taken, root cause, and resolution written so any team member can act on it without follow-up.
• Author and maintain knowledge base articles, how-to guides, and troubleshooting references; monitor the AI-assisted helpdesk tools responses over time and update knowledge base content to improve accuracy.
• Identify and communicate new, recurring, or chronic issues to the IT team so patterns are visible and can be addressed.
• Perform other duties as assigned in support of the IT Departments operations and goals.

Requirements

• Experience in a helpdesk, desktop support, or IT support role
• Working knowledge of Windows operating system, Active Directory, Entra, Office365, Endpoint Manager and basic hardware and software troubleshooting
• Experience with a ticketing or incident management system
• Familiarity with IT asset management concepts and the discipline to maintain accurate records
• Strong written communication skills and a demonstrated ability to document work clearly and completely
• Methodical, patient approach to troubleshooting with a focus on root cause
• Reliable follow-through and the ability to manage multiple open issues independently
• Genuine customer service orientation empathetic, composed, and professional with all staff regardless of the situation
• Subscription to the Statement of Faith of Wedgwood Christian Services and agreement with the goal, purpose and objectives of the agency

Benefits

• 403(b) retirement plan with employer match
• Medical Plans with great coverage options
• Free supplemental virtual PCP care with medical plan
• Flexible Spending Accounts
• Health Savings Accounts
• Dental and Vision plans
• Pet insurance
• Legal insurance
• A Locally Partnered Employee Assistance Program
• Competitive paid time off
• Direct deposit
• Federal Student Loan Forgiveness through PSLF
• Paid Holidays
• Short term disability
• Long term disability
• Life insurance up to 2x your annual salary
• No-cost, employer paid training and re-certification provided to staff
• Full gymnasium and state-of-the-art 24-hour wellness center
• Walking trail that leads around the beautiful campus
• Application and tuition fee discounts for several local colleges and universities