Help Desk Technician II

Location : 3100 Shore Drive Virginia Beach, VA (On-Site)

Reports to : Help Desk Supervisor

FLSA : Hourly (Non-Exempt)

Schedule : Full-Time / Monday-Friday 8 : 30AM-5PM

About Us

Founded in 1982, Westminster-Canterbury on Chesapeake Bay is a not-for-profit, faith-based Life Plan Community. Located along the southern shore of Chesapeake Bay, our scenic, resort-style campus is home to a vibrant community of residents and staff who share a passion for service, joy, and well-being.

Our mission? Enriching lives through the power of purpose, belonging, and wellness.

We live our values every day :

Respect for every person

Passion for what we do

Professionalism in all we do

Apply today and help us bring wellness, joy, and energy to the heart of our community!

Our Information Technology team is a driving force behind our organization's mission, providing reliable, secure, and innovative technology solutions that empower our organization. Our dedicated IT team ensures that systems run seamlessly, data remains protected, and digital tools enhance efficiency and collaboration across all departments. From supporting internal operations to improving access and communication for residents, the IT Department is committed to using technology to strengthen our organization's impact and create meaningful connections that make a difference every day.

Our IT team is seeking to hire a Help Desk Technician II, responsible for assisting customers who are experiencing procedural or operating difficulty with the use of IT applications, products, or services.

What You'll Do In This Role

• Escalate complex and / or high priority problems to specialized support groups for resolution when needed; however, this position is responsible to ensure that an effective solution is provided to the user.
• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
• Resolves tickets remotely or on-site.
• Solves complex and / or high-priority problems, with support of other IT resources as needed.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Provides support for all Information Technology products and services, which includes, but is not limited to, answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
• Provides support for Westminster-Canterbury on Chesapeake Bay Information Technology customers which includes, but is not limited to, WCCB Residents, WCCB Team Members, Family and Guests of WCCB Residents, WCCB vendors, and WCCB visitors
• Primarily responsible for WCCB Corporate Support of technology, applications, and business process support.
• Supports WCCB business teams assess effectiveness of technology products and services for business needs.
• Partners with WCCB business teams to document current business process and technology use, and document proposed solutions via either process or technology changes.
• Supports WCCB business team to implement and test new processes and technology solutions.
• Fully documents technology solutions in ticketing system, knowledge base articles, and other forums as appropriate.
• Determines the most effective manner to resolve a client's technical issue; engages in research and in-depth troubleshooting to resolve technical issues.
• Builds, configures, and images new desktop and laptop systems and installs necessary software.
• Manages user accounts and grants needed permissions within established authority level.
• Maintains IT equipment located across our campuses and remote users.
• Manages IT equipment inventory on campus and for remote users.
• Assists with in person, virtual, and hybrid meetings set up in conference rooms as needed.
• Assists users with printing, scanning, and copying equipment.
• Works independently on Help Desk related projects as assigned by the supervisor.
• Demonstrates the ability to document Help Desk processes and train IT team members as needed
• Models our core values of respect, passion, and professionalism. and remains in compliance with WCCB confidentiality policies.
• Assesses customer's technical ability and communicates with the customer in appropriate technical or non-technical language. Speaking with them in a respectful tone at all times.
• Demonstrates initiative in offering to aid and assist others wherever needed.
• Assists in carrying out the mission of Westminster-Canterbury on Chesapeake Bay in any way needed at the time.
• All other duties as assigned.

Core Competencies

Physical Requirements

The Experience You'll Bring

Required

Preferred

Compensation & Benefits

At-Will Employment Statement

Employment with our organization is "at-will," meaning that either the employee or the employer may terminate the employment relationship at any time, with or without notice, and for any reason not prohibited by law.

Equal Employment Opportunity Statement

We are an equal opportunity employer and are committed to creating an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic as outlined by applicable laws.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.