Information Technology Support Technician

Join a team dedicated to making a real difference in the lives of our community. Our Mission at Friendship Village of Dublin is “To care for, engage, and inspire our community to reimagine and maximize quality of life at every age”.

At Friendship Village our Values Drive us to RISE to any Occasion

Values:
Respect
Integrity and Innovation
Stewardship
Excellence

We are seeking a Information Technology Support Technician to contribute to our mission by:
The Information Technology (IT) Support Technician is responsible for being the first-tier support for both residents and staff, providing prompt and accurate solutions, while demonstrating exemplary hospitality and customer service.

RESPONSIBILITIES:

• Provides support for Resident Technology services:
• Wi-Fi Internet: Connecting devices including laptops, desktops, printers, tablets, phones, and Alex/Google devices, troubleshooting connectivity issues, and reporting issues to our Wi-Fi service provider and following-up on resolution
• TV Service: TV setup (scanning channels), DVR setup, troubleshooting service issues, reporting issues to our TV service provider and following-up on resolution
• Telephone Service: Telephone setup, Voicemail setup, troubleshooting service issues, reporting issues to our Telephone service provider and following-up on resolution
• Resident Move-In: All the above, plus electronic device setup (smart devices, radios, stereo systems, DVD, etc.).
• Provides software/hardware desk-side support and troubleshooting to all FVD Associates; and FVD Residents for an additional fee.
• Gains understanding of the user problem and owns the problem through resolution.
• Focuses on timely delivery and effective follow-through of issue resolutions.
• Communicate with end users to set expectations of resolution times for more complex issues.
• Manages work order requests:
• Meets service levels of quality and responsiveness:
• Minimum 30 ticket resolutions a week, or 100% weekly completion
• Satisfaction goal of 90%
• Three Day Business response time (resolution time dependent on issue SLA)
• Creates, updates and closes tickets in incident management system.
• Manages the support appointment schedule/calendar.
• Demonstrates ability to independently troubleshoot and diagnose telephone, Internet, Wi-Fi, network, and television issues - often in conjunction with our vendors (as both Level 1 and Level 2 support).
• Performs onboarding tasks for Residents and Staff.
• Prepares laptops, desktops, and tablets for deployment.
• Becomes and remains knowledgeable in the end user technology.
• Provides remote user access support.
• Delivers training for end users as part of problem resolution.
• Provides AV and Video Conference support.
• Performs project duties as assigned by the IT Manager.

Qualifications:

• Degree in Information Technology, or high school degree or GED with a minimum of one to two years of experience resolving technical problems.
• Strong knowledge of Windows Operating Systems (Windows 10), Microsoft Office 365, Active Directory and Internet Explorer.
• Experience in teaching basic computer and Microsoft Office skills preferred.
• Knowledge of Microsoft Active Directory
• Experience installing/configuring PC’s, printers, and peripheral devices
• Self-starter mentality willing to make constant improvements in the technical support process
• Takes pride and ownership of the support role
• Excellent customer service and communication skills
• Able to assist others with varying levels of technical ability
• Office 365 Knowledge
• Home Electronics Knowledge: Cable Internet, Cable TV, Smart TVs, Home Theater, Telephones, Smart Devices, etc.
• A+ certification and Help Desk experience preferred.
• Knowledge of customer service principles and practices.
• Skill in problem-solving and issue resolution.
• Ability to communicate effectively with both technical and non-technical personnel using the English language.
• Ability to assess resident and staff complaints and resolve disputes in a friendly professional manner.
• Ability to work independently and in a team environment.
• Ability to demonstrate proactive thinking, that provides prompt, accurate, and customer focused solutions.
• Ability to handle multiple tasks simultaneously.
• Regular and predictable attendance is essential for this position.
• Occasional after hours on-call support with some local travel.
• Bachelor’s degree in Information Technology, Information Sciences, or related discipline - or equivalent skills and experience
• 1-3 years in a Technical Support Role
• IT Ticket Management