Resident and Staff Technology Concierge

Frasier • Boulder, CO

13d • Onsite

About The Position

Serving as a trusted technology resource for residents and staff, the Resident and Staff Technology Concierge delivers exceptional customer service and frontline technical support throughout the community. This role helps residents confidently use personal technology while providing employees with support for devices, business applications, user accounts, password resets, multi-factor authentication, and access management. The position also supports conference room and audiovisual technologies, Electronic Health Record (EHR) systems, and other business applications. Working closely with the IT team, the Resident Technology Concierge resolves routine issues, promotes positive user experiences, and escalates complex technical matters when needed.

Requirements

• High school diploma or GED required.
• 1-2 years of experience in help desk, technical support, customer service, healthcare, hospitality, or related environments; supporting older adults is a plus.
• Experience with Active Directory, Microsoft 365 administration, EHR systems, IT ticketing systems, audiovisual technology, or willingness to learn.
• Working knowledge of Microsoft Windows, Microsoft 365, Apple macOS, iOS/iPadOS, Android devices, Wi-Fi connectivity, user account management, and MFA or willingness to learn.
• Ability to troubleshoot hardware, software, mobile devices, and basic audiovisual technologies, including Microsoft Teams, Zoom, conference room systems, displays, microphones, and video conferencing equipment or willingness to learn.
• Strong interpersonal and communication skills with a passion for helping users and explaining technical concepts to non-technical audiences.
• You genuinely enjoy helping others, take pride in creating positive experiences, and are committed to providing outstanding support to residents, families, and employees with patience, empathy, and professionalism.
• You are curious about technology, enjoy troubleshooting and finding root causes, and are energized by the challenge of resolving issues while continuously learning new systems and tools.
• You take ownership of requests, effectively manage multiple priorities, communicate clearly with technical and non-technical users, and follow through until the job is done right.

Nice To Haves

• Technical support training, CompTIA coursework/certifications, or related education preferred.

Responsibilities

• Provide friendly, patient technical support for residents using computers, mobile devices, printers, TVs, streaming devices, email, internet, and personal technology.
• Help residents build confidence with technology through one-on-one assistance, group training, and guidance on cybersecurity, privacy, and safe online practices.
• Serve as the first point of contact for employee technology issues, troubleshooting computers, mobile devices, Microsoft 365 applications, printers, and related systems.
• Support conference rooms, training spaces, and community events by setting up, maintaining, and troubleshooting audiovisual and video conferencing equipment.
• Manage user accounts, passwords, permissions, multi-factor authentication (MFA), and employee onboarding/offboarding activities across business systems.
• Provide basic support for Electronic Health Record (EHR) and other business applications, ensuring users have appropriate access and escalating complex issues as needed.
• Maintain accurate service tickets, technical documentation, inventory records, and equipment lifecycle processes, including deployment and recovery.
• Follow security policies and regulatory requirements, protect confidential information, support cybersecurity awareness efforts, and report security incidents.
• Resolve routine technical issues efficiently and collaborate with senior IT staff, vendors, and application specialists to address more complex problems.
• Participate in an on-call rotation to support critical business and healthcare operations, including occasional evenings, weekends, and holidays.

Benefits

• Health coverage that goes further — Frasier covers more than 85% of health, dental and vision premiums.
• Tuition reimbursement is available for both full-time and part-time team members.
• We offer a 401(k) with a 100% match on the first 5%
• Generous paid time off — Full-time team members accrue 18 days of PTO each year.
• Frasier pays 100% of disability and life insurance.
• Our free Employee Assistance Program includes mental health, financial planning, legal support, and wellness resources.
• Team members enjoy free access to our on-site wellness center, with an infinity pool, advanced fitness equipment, and space to recharge.
• An on-site café, team member lounge, free EcoPass, thrift shop, and discounted YMCA membership help make daily life easier.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED