Information Technology Support Technician

Friendship Village of Dublin•Dublin, OH

17h

About The Position

The Information Technology Support Technician provides first-tier support to residents and staff, delivering prompt and accurate solutions with exemplary hospitality and customer service. The role supports resident technology services, including Wi-Fi, television, telephone, and technology setup during resident move-ins. It also provides software and hardware desk-side support to associates and, for an additional fee, residents. The technician owns user problems through resolution, manages work orders and support appointments, prepares devices for deployment, provides remote access support and end-user training, and supports audiovisual and video-conferencing needs. The role includes onboarding tasks, collaboration with service vendors, and project duties assigned by the IT Manager. Occasional after-hours on-call support and some local travel are required.

Requirements

Degree in Information Technology, or a high school degree or GED with at least one to two years of experience resolving technical problems.
Strong knowledge of Windows 10, Microsoft Office 365, Active Directory, and Internet Explorer.
Knowledge of Microsoft Active Directory and Office 365.
Experience installing and configuring PCs, printers, and peripheral devices.
Knowledge of home electronics, including cable Internet, cable TV, smart TVs, home theater, telephones, and smart devices.
Knowledge of customer service principles and practices.
Problem-solving and issue-resolution skills.
Ability to communicate effectively in English with technical and non-technical personnel.
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 think proactively and provide prompt, accurate, customer-focused solutions.
Ability to handle multiple tasks simultaneously.
Regular and predictable attendance.
Occasional after-hours on-call support and some local travel.
Bachelor’s degree in Information Technology, Information Sciences, or a related discipline, or equivalent skills and experience.
One to three years in a technical support role.
IT ticket management experience or knowledge.

Nice To Haves

Experience teaching basic computer and Microsoft Office skills.
A+ certification.
Help desk experience.
Self-starter mentality and willingness to make constant improvements in the technical support process.
Taking pride in and ownership of the support role.
Excellent customer service and communication skills.
Ability to assist people with varying levels of technical ability.

Responsibilities

Provide resident support for Wi-Fi, including connecting devices, troubleshooting connectivity, reporting issues to the Wi-Fi provider, and following up on resolutions.
Set up and troubleshoot resident TV and DVR services, report service issues to the provider, and follow up on resolutions.
Set up and troubleshoot resident telephone and voicemail services, report service issues to the provider, and follow up on resolutions.
Set up electronic devices for resident move-ins, including smart devices, radios, stereo systems, and DVD players.
Provide software and hardware desk-side support and troubleshooting to associates and, for an additional fee, residents.
Understand user problems and take ownership through resolution, with timely delivery and effective follow-through.
Communicate expected resolution times to end users for more complex issues.
Manage work order requests and meet stated service goals, including a minimum of 30 ticket resolutions per week or 100% weekly completion, a satisfaction goal of 90%, and a three-business-day response time; resolution time depends on the issue SLA.
Create, update, and close tickets in the incident management system.
Manage the support appointment schedule and calendar.
Independently troubleshoot and diagnose telephone, Internet, Wi-Fi, network, and television issues, often in coordination with vendors and at Level 1 and Level 2 support levels.
Perform onboarding tasks for residents and staff.
Prepare laptops, desktops, and tablets for deployment.
Maintain knowledge of end-user technology.
Provide remote user access support.
Deliver end-user training as part of problem resolution.
Provide audiovisual and video-conferencing support.
Perform project duties assigned by the IT Manager.
Provide occasional after-hours on-call support and some local travel.