Resident Technology Support Specialist (Helpdesk)

Deerfield Episcopal Retirement Community • Asheville, NC

23h • Onsite

About The Position

The Resident Technology Support Specialist provides hands-on technical support, training, and guidance to Deerfield residents across a wide range of personal technology. This role blends strong technical capability with exceptional customer service, clear communication, and patience.

Requirements

• Strong customer service and interpersonal communication skills; ability to work effectively with older adults.
• Demonstrated troubleshooting ability across both Windows and Apple/macOS ecosystems.
• Experience supporting mobile devices (iOS and Android).
• Comfort with teaching, coaching, and guiding residents through tasks step‑by-step.
• Ability to manage multiple tasks and prioritize effectively.
• High level of professionalism, patience, and empathy.

Nice To Haves

• 1–3 years of experience in IT support, helpdesk, or resident/patient-facing technical assistance.
• Basic technology certifications (e.g., CompTIA A+, Network+, Apple ACSP).
• Experience in senior living, healthcare, hospitality, or other high‑touch service environments.

Responsibilities

• Provide direct support for resident-owned devices including Windows and macOS computers, iPhones/iPads, Android devices, smart TVs, printers, smart speakers, and common peripherals.
• Assist residents with software applications including email, video calling, social media, online banking, cloud storage, and entertainment platforms.
• Teach residents how to use their technology effectively; offer patient, clear instruction adjusted to individual skill levels.
• Support Wi‑Fi connectivity issues within resident apartments and help residents understand and manage their home network environments.
• Provide A/V support for resident events when needed (connecting laptops, projectors, TVs, microphones, etc.).
• Escalate complex issues appropriately to senior IT staff.
• Respond to tickets submitted via email, phone, or online portal; document all work clearly and accurately.
• Follow up to ensure issues are resolved and residents are satisfied with the support received.
• Maintain accurate records of recurring issues and contribute suggestions for improvements.
• Assist with creation of resident-friendly how‑to guides, documentation, and self‑help resources.
• Provide patient and respectful service.
• Communicate technical concepts in clear, non‑technical language.
• Demonstrate calm problem-solving.

Benefits

• Deerfield employees enjoy a full suite of benefits including PPO health insurance (no high-deductible plans), dental, vision, 403(b) with employer match, generous time away, professional development, and scholarship opportunities.
• In addition, our employees enjoy access to many community amenities and a workplace culture that seamlessly blends heart and mind.
• We provide a non-smoking campus, and our employees provide either proof of COVID vaccine or provide a validated religious or medical exemption form.
• All new employees must successfully complete a background check and drug screen as part of our onboarding process.
• Deerfield is committed to providing access, equal employment opportunity and reasonable accommodation for individual with disabilities in all aspects of our employment, our services, programs and activities.

What This Job Offers

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