Information Technology (IT)Technician

Friendship Village Retirement Community•Waterloo, IA

About The Position

Friendship Village is seeking a resourceful, self-starting IT Support Technician to manage daily technical operations at its mission-driven nonprofit organization. The technician is the primary point of contact for staff technical issues, assists the manager with hardware upgrades, and maintains on-premises infrastructure. The role requires working with little direct supervision, managing a daily ticket queue, and taking initiative on hardware deployments. The position includes deploying and upgrading workstations, supporting staff with hardware, software, printing, and connectivity issues, assisting with on-premises Active Directory administration, and maintaining Full Count point-of-sale terminals. The technician also assists with Avaya phone troubleshooting, supports staff iPads and iOS devices, and keeps hardware inventories and technical documentation accurate. This is a hands-on role offering autonomy, a collaborative and friendly team culture, and exposure to Windows Server 2019, Exchange migrations, networking, and POS technology. Friendship Village describes its work as directly supporting a vital community mission.

Requirements

At least 1 year of IT help desk experience or equivalent hands-on experience.
Solid proficiency supporting Windows desktop environments.
Familiarity with the basics of on-premises Active Directory.
General comfort navigating Microsoft Exchange environments and supporting on-premises Office applications.
Hands-on experience troubleshooting PC hardware, network printers, peripherals, and Apple iPads.
Ability to work autonomously, prioritize tasks, and solve problems with minimal oversight.
Must have transportation and a valid driver's license.
Patience, empathy, and communication skills when assisting non-technical staff.
A resourceful attitude toward unfamiliar technical problems.
Ability to lift up to 50 lbs and comfortably crawl under desks to manage cabling and workstations.

Nice To Haves

Trade school, certifications, or robust home-lab experience.
Prior experience supporting retail or hospitality POS software.
Full Count POS experience.

Responsibilities

Unbox, image, configure, and physically install desktop and laptop computers.
Lead the organization-wide upgrade of existing computers from Windows 10 to Windows 11.
Provide first-line assistance for staff hardware, software, printing, and connectivity issues.
Perform basic user management, password resets, and account provisioning in on-premises Active Directory.
Maintain and troubleshoot Full Count POS terminals, receipt printers, and connectivity.
Assist with basic troubleshooting of the on-premises Avaya phone system, including extensions and desk phone deployments.
Set up and support staff iPads and iOS devices.
Maintain an accurate inventory of hardware assets and document common technical fixes.

Benefits

Medical, dental, and vision coverage for employees working 25 hours or more per week.
Company-paid and voluntary life insurance for employees working 25 hours or more per week.
Short- and long-term disability coverage for employees working 25 hours or more per week.
Critical care, accident, and hospitalization supplemental insurance for employees working 25 hours or more per week.
Flexible spending accounts for employees working 25 hours or more per week.
Paid time off for employees working 25 hours or more per week.
Paid holidays after 30 days for employees working 25 hours or more per week.
401(k) retirement plan for employees working 25 hours or more per week.
Free employee wellness center, gym, and pool, available to all employees.
Onsite childcare center with an employee discount, available to all employees.
Employee food pantry, available to all employees.
Pay at 2.5 times the usual rate for working holidays.
Continuing education opportunities.