Community Technology Support Coordinator

Life Care Services•Chicago, IL

1d•Hybrid

About The Position

The Community Technology Support Coordinator provides technical support for residents and staff in using computer hardware and software based on self-direction and prioritization of various community needs. This role also supports community-based technologies such as A/V in the building. This role provides break-fix support, answers technical support questions, and develops and conducts training and education in various formats. The Community Technology Support Coordinator will travel to the residents’ homes (on campus) or team members’ offices/stations to deliver, integrate, network, and/or repair consumer electronic devices as well as to provide technical advice and assistance. This role will facilitate seamless Resident and Team Member experience by providing lifestyle recommendations regarding products, technical advice, service, and content solutions. Installation ranges from basic setup and delivery, and repair of a consumer’s computer or iPad, to complex delivery, network setup, and assistance with home entertainment products and computer support.

Requirements

High school graduate or equivalent or equivalent user support and IT experience
2-4 years of user support and training experience.
Solid working knowledge of computer hardware, software, and peripherals, including installation, configuration, maintenance, and support.
General troubleshooting knowledge of Microsoft and Apple operating systems and devices; understanding of Microsoft products and general understanding of network systems.
Strong technical proficiency and excellent working knowledge of various computer hardware technologies, software applications, mobile devices, and other technology products including audio visual (A/V) systems.
Ability to schedule, self-manage, and prioritize requests from residents and staff; ability to quickly learn and utilize new technologies.
Excellent troubleshooting and break/fix skills; persistence and follow-through required.
Excellent analytical skills, with the ability to resolve system problems and make recommendations to management to ensure system integrity.
Outstanding customer service skills, especially with older adults.
Excellent verbal and written communication skills, along with effective listening; strong people skills required for relationship building; ability to interpret and understand technical requirements.
Ability to effectively create and teach in-person classroom and virtual training (in collaboration/partnership with Lifestyle team leaders).
Demonstrated ability to manage multiple, parallel assignments with accountability for timely delivery of results; adaptable to changing priorities based on mission-critical resolution of IT issues; ability to prioritize and multi-task in a fast-paced environment.
Must possess the ability to always act professionally and tactfully; must be capable of making mature judgments and functioning independently; must have flexibility, personal integrity, and the ability to work effectively with residents and personnel.

Nice To Haves

Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related technology.
Microsoft, CompTIA A+, or other technology certifications.

Responsibilities

Serves as the first point of contact for residents seeking technical assistance on a scheduled basis; maintains hours of operation and schedule.
Assists residents with setup, training, and troubleshooting on personal devices including, but not limited to, smartphones, tablets/iPads, computers, home Wi-Fi, and voice assistant devices, supporting Microsoft, Apple, and consumer devices.
Provides education, training, and support on technology applications and platforms such as email, Touchtown, work order requests, reservations, virtual communication, and cyber security.
Prepares, schedules, and conducts resident technology education, training, webinars, and seminars in both in-person and virtual settings.
Manages and coordinates other resident technology support resources as needed.
Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions; understands resident and team member technology issues by asking probing and clarifying questions, listening, taking detailed notes, and providing accurate time estimates for next steps.
Serves as the onsite point of escalation for staff technology support tickets coming from the IT helpdesk or corporate IT support staff.
Assists community staff with hardware- and software-related technology troubleshooting including, but not limited to, PCs and peripherals, mobile devices, and business applications.
Addresses support requests/tickets in a timely and customer-friendly manner; logs and fully documents support requests in the help desk ticket system, monitors work orders, and updates daily status of support tickets with accurate status updates to customers.
Serves as first-tier support for network infrastructure and performs basic network troubleshooting.
Assists with user account administration, including adding, removing, and maintaining users, as directed by corporate IT.
Provides telecommunications support including employee phone/fax and cell devices.
Provides resident and staff training on IT system operations, including protocols for IT support calls.
Provides first line of support and collaborates with vendors and corporate IT for issue resolution on a variety of systems, including but not limited to: Residential and commercial connectivity and bandwidth. Corporate IT systems including Electronic Medical Records and payroll/time clock systems.
Interacts with vendors to ensure prompt resolution of software, hardware, and related issues.
Orders and keeps inventory of employee computers and printers; assists with budget planning and software licensing compliance as needed.
In emergency situations, serves as first point of contact and corporate liaison.
Captures various data metrics, including usage and satisfaction, to determine effectiveness of scheduling and responding to resident and staff technology support requests; participates in regular status calls and report reviews with the Corporate IT Support Manager.
Supports various technologies in community spaces such as the Theatre, Multi-Purpose Room, and Computer Center; technology examples include A/V, in-house channel, and digital signage.
Serves as point of contact for various corporate technology projects and initiatives.
Performs other duties and responsibilities as assigned.