Technology Concierge (Open Availability Required)

Kisco Senior Living•Gaithersburg, MD

4d•$26 - $27•Onsite

About The Position

The Technology Concierge @ The Carnegie is responsible for the daily on-site community support of technology needs to enhance the resident experience. This role will provide administrative assistance, technical support and training primarily for residents on-site for their computing and technology needs. Supports the Community Management Team to meet the community’s service standards for residents. This associate will also troubleshoot problem areas (via in-person, remote tools, telephone, or chat) for residents in a timely and accurate fashion and provide end-user assistance where and when required. What will I do every day? Serve as first point of IT contact for residents. Monitor residents’ technology needs and requests and respond in a timely manner. Manage the process for the intake of technology requests from residents, as well as tracking/ completion of requests and reporting to measure effectiveness and timeliness of response. Coordinate programs related to the interests and needs of the current residents and the surrounding community at-large. Teach and instruct classes with patience and at the appropriate level. Communicate with Service Desk for knowledge sharing and training. Develop and maintain effective relationships and two-way communication with residents and families. Look for opportunities to exceed resident expectations and enhance resident satisfaction as it relates to their IT needs. Support open and honest communication with and between all residents and associates. Model high standards of personal appearance and grooming, which includes wearing a name tag when working. Look for ways to reduce costs and create efficiency on a daily basis. Ensure regulatory compliance and report any issues or concerns immediately. Comply at all times with Kisco standards and regulations to encourage safe and efficient property operations. Assist with daily IT needs when required. May be asked to troubleshoot and assist with associate IT needs on occasion. Perform other duties and tasks as assigned or required by the Supervisor.

Requirements

Outstanding customer service experience is required.
Experience as a Desktop Support Analyst/Specialist.
Experience trouble shooting for various technical applications.
Solid understanding of hardware and software issues within a managed device environment.
Demonstrate an active interest in learning new skills and certifications.
Basic competency in the use of multiple forms of technology, including Microsoft Office applications, internet-based and custom applications.
Ability to work a flexible schedule, including evenings, nights, weekends and holidays as needed.
Action Oriented – Enjoying working hard and having energy for the job; seizing opportunities.
Caring – Interested in the lives of others; available to listen and ask about the concerns and needs of others.
Customer Focus – Dedicated to meeting the expectations and requirements of internal and external customers, acting with the customer in mind.
Functional/Technical Skills – Having the skills and abilities to do the job at a high level of accomplishment.
Informing – Provides the information people need to know to do their jobs and feel good about being a member of the team.
Integrity and Trust – Seen as a direct, truthful individual; keep confidence; admit mistakes.
Managing and Measuring Work – Clearly assigns responsibility and monitors process, progress, and results.
Motivating Others – Creates a climate in which people want to do their best.
Organizing – Uses resources effectively and efficiently (people, funding, material, support)
Problem Solving – Uses logic and creativity to solve difficult problems and find effective solutions.
Experienced in working both independently and in a team-oriented, collaborative environment.
Ability to conform to shifting priorities, demands and timeliness through analytical and problem-solving capability.
Clear and effective written and verbal communication skills to interact with all levels.
Approaches all encounters with residents, associates and vendors in a friendly, service-oriented and professional manner.

Responsibilities

Serve as first point of IT contact for residents.
Monitor residents’ technology needs and requests and respond in a timely manner.
Manage the process for the intake of technology requests from residents, as well as tracking/ completion of requests and reporting to measure effectiveness and timeliness of response.
Coordinate programs related to the interests and needs of the current residents and the surrounding community at-large.
Teach and instruct classes with patience and at the appropriate level.
Communicate with Service Desk for knowledge sharing and training.
Develop and maintain effective relationships and two-way communication with residents and families.
Look for opportunities to exceed resident expectations and enhance resident satisfaction as it relates to their IT needs.
Support open and honest communication with and between all residents and associates.
Model high standards of personal appearance and grooming, which includes wearing a name tag when working.
Look for ways to reduce costs and create efficiency on a daily basis.
Ensure regulatory compliance and report any issues or concerns immediately.
Comply at all times with Kisco standards and regulations to encourage safe and efficient property operations.
Assist with daily IT needs when required.
May be asked to troubleshoot and assist with associate IT needs on occasion.
Perform other duties and tasks as assigned or required by the Supervisor.