Information Technology Support Technician

Friendship Village Of Dublin•Dublin, OH

About The Position

The Information Technology Support Technician provides first-tier support to Friendship Village of Dublin residents and staff, delivering prompt and accurate technical solutions with exemplary hospitality and customer service. The technician supports resident technology services, staff and resident hardware and software, onboarding, equipment deployment, remote access, training, and audiovisual and videoconferencing needs. The position owns user issues through resolution, manages tickets and support appointments, communicates expected resolution times, and works with service vendors when needed. It also performs 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.
The posting also specifies a 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.
Strong knowledge of Windows 10, Microsoft Office 365, Active Directory, and Internet Explorer.
Knowledge of IT ticket management.
Experience installing and configuring PCs, printers, and peripheral devices.
Excellent customer service and communication skills; ability to communicate effectively in English with technical and non-technical personnel.
Ability to assist people with varying levels of technical ability and assess resident and staff complaints and resolve disputes in a friendly, professional manner.
Ability to work independently and in a team environment, think proactively, and provide prompt, accurate, customer-focused solutions.
Ability to handle multiple tasks simultaneously.
Regular and predictable attendance is essential.
Occasional after-hours on-call support and some local travel are required.
Knowledge of customer service principles and practices, problem-solving, and issue resolution.

Nice To Haves

Experience teaching basic computer and Microsoft Office skills.
A+ certification.
Help desk experience.
Knowledge of home electronics, including cable internet, cable TV, smart TVs, home theater, telephones, and smart devices.
Self-starter mentality and willingness to make continual improvements to technical support processes.
Taking pride in and ownership of the support role.

Responsibilities

Provide resident Wi-Fi support, including connecting devices, troubleshooting connectivity, reporting issues to the Wi-Fi provider, and following up on resolutions.
Set up and troubleshoot resident television and DVR services, report issues to the provider, and follow up on resolutions.
Set up and troubleshoot resident telephone and voicemail services and report issues to the telephone provider.
Set up electronic devices for resident move-ins, including smart devices, radios, stereo systems, and DVD equipment.
Provide desk-side software and hardware 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 complex issues.
Manage work order requests and meet service targets, including at least 30 ticket resolutions per week or 100% weekly completion, a 90% satisfaction goal, and a three-business-day response time, with resolution time dependent on 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, including in coordination with vendors at Level 1 and Level 2.
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 videoconferencing support.
Perform projects as assigned by the IT Manager.