Resident Technology Support Analyst

Parasol Alliance • Urbana, IL

7d • $19 - $19 • Onsite

About The Position

The Resident Technology Support Analyst provides technology support to residents in the client’s senior living communities in the Urbana, Illinois area. The position combines personalized, one-on-one in-home visits with community-based technology classes delivered in group settings. The role calls for a compassionate, patient, upbeat person who can teach and support people over age 55, build relationships with residents, families, and community staff, and manage a largely self-directed workload. The analyst handles support requests through in-person visits, phone, and email, documenting and resolving or escalating tickets according to the client service level agreement.

The company describes itself as an IT provider that connects technology support to clients’ business success, productivity, and cost effectiveness. Its stated values are expertise, collaboration, empathy, and integrity. Team members are expected to take ownership and pride in their work and provide input and guidance to clients.

Requirements

• An upbeat, outgoing manner and cheerful disposition.
• Ability to build and maintain relationships with residents, their families, and community staff.
• Excellent communication and customer service skills, including the ability to teach seniors to use technology individually and in group settings.
• Basic technical troubleshooting and problem-solving skills across computers, laptops, phones, tablets, and smartphones.
• Ability to work in a largely self-motivated and self-structured role and motivation to take on challenges and succeed.
• Additional screening and health requirements may include a background check, substance screening, TB test, and vaccinations or masking in lieu of vaccinations.

Nice To Haves

• Experience working or volunteering in a senior living setting.
• Management experience.

Responsibilities

• Intake resident support requests.
• Schedule onsite appointments for technical support.
• Provide onsite support for resident hardware and software.
• Create and lead group classes on consumer technology.
• Provide phone and email support for incoming tickets.
• Resolve tickets in accordance with the client service level agreement, or escalate them following the proper processes.
• Document issue steps and resolutions in service tickets, including explanations of work completed and applicable checklists.
• Provide excellent customer service by phone, email, and in person.
• Prepare ongoing class content and schedule classes with topics planned in advance.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed