Information Technology Support Technician

Join a team dedicated to making a real difference in the lives of our community. Our Mission at Friendship Village of Dublin is “To care for, engage, and inspire our community to reimagine and maximize quality of life at every age”.

We are dedicated to RISE to any Occasion.

Values: Values: Respect, Integrity and Innovation, Stewardship, Excellence.

The Information Technology (IT) Support Technician is responsible for being the first‑tier support for both residents and staff, providing prompt and accurate solutions, while demonstrating exemplary hospitality and customer service.

• Provides 1st tier support to community staff and assists with execution of IT projects as needed, including basic O365 support.
• Provides basic network infrastructure support including cabling, switch, and network device setup.
• Initiates and closes call tracking tickets, communicating with proper grammar and spelling.
• Assists with the maintenance of proper hardware inventory, set up and installation of PCs and printer replacements.
• Coordinates technology aspects of office moves and employee onboarding.
• Provides basic computer skills training to residents and staff. Trains residents and staff on basic computer skills.
• Provides in‑home computer service to residents and supports resident activities that require technical expertise.
• Assists in supporting community AV equipment.
• Demonstrates superior hospitality skills while providing timely customer service.
• Identifies and assists with development and refinement of troubleshooting tips and support processes.

• Provides support for Resident Technology services:
  Wi‑Fi Internet – connecting devices including laptops, desktops, printers, tablets, phones, and Alex/Google devices, troubleshooting connectivity issues, and reporting issues to our Wi‑Fi service provider and following up upon resolution.
• TV Service – TV setup (scanning channels), DVR setup, troubleshooting service issues, reporting issues to our TV service provider and following up upon resolution.
• Telephone Service – telephone setup, voicemail setup, troubleshooting service issues, reporting issues to our telephone service provider and following up upon resolution.
• Resident Move‑In – all the above, plus electronic device setup (smart devices, radios, stereo systems, DVD, etc.).
• Provides software/hardware desk‑side support and troubleshooting to all FVD Associates and FVD Residents for an additional fee.
• Gain understanding of the user problem and own the problem through resolution.
• Focus on timely delivery and effective follow‑through of issue resolutions.
• Communicate with end users to set expectations of resolution times for more complex issues.
• Manage work order requests.
• Meet service levels of quality and responsiveness.
• Minimum 30 ticket resolutions a week, or 100% weekly completion.
• Satisfaction goal of 90%.
• Three Day Business response time (resolution time dependent on issue SLA).
• Create, update and close tickets in incident management system.
• Manage the support appointment schedule/calendar.
• Demonstrate ability to independently troubleshoot and diagnose telephone, Internet, Wi‑Fi, network, and television issues – often in conjunction with our vendors (as both Level 1 and Level 2 support).
• Perform onboarding tasks for Residents and Staff.
• Prepare laptops, desktops, and tablets for deployment.
• Become and remain knowledgeable in the end user technology.
• Provide remote user access support.
• Deliver training for end users as part of problem resolution.
• Provide AV and Video Conference support.
• Perform project duties as assigned by the IT Manager.

• Degree in Information Technology, or high school degree or GED with a minimum of one to two years of experience resolving technical problems.
• Strong knowledge of Windows Operating Systems (Windows 10), Microsoft Office 365, Active Directory and Internet Explorer.
• Experience in teaching basic computer and Microsoft Office skills preferred.
• Knowledge of Microsoft Active Directory.
• Experience installing/configuring PCs, printers, and peripheral devices.
• Self‑starter mentality willing to make constant improvements in the technical…