Information Technology Support Technician

Job Category: IT

Requisition Number: INFOR
001631

Posted: February 12, 2026

Employment Type: Full-Time

Location Type: On-site

Friendship Village of Dublin
6000 Riverside Dr
Dublin, OH 43017, USA

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”.

At Friendship Village our Values Drive us to RISE to any Occasion

Values:
Respect
Integrity and Innovation
Stewardship
Excellence

We are seeking a Information Technology Support Technician to contribute to our mission by providing first‑tier support for both residents and staff, offering prompt and accurate solutions while demonstrating exemplary hospitality and customer service.

• Provides 1st tier support to community staff, 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. Supports resident activities that require technical expertise and provides in‑home computer service.
• Assisting 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.
• Provide support for Resident Technology services:
  Wi‑Fi Internet, TV Service, Telephone Service, Resident Move‑In, software/hardware desk‑side support and troubleshooting, etc.
• Communicate with end users to set expectations of resolution times for more complex issues.
• Manages work order requests and supports service level metrics such as minimum 30 ticket resolutions a week, 90% satisfaction goal, and 3‑day business response time.
• Creates, updates, and closes tickets in incident management system, and manages support appointment schedule/calendar.
• Independently troubleshoots and diagnoses telephone, Internet, Wi‑Fi, network, and television issues, often in conjunction with vendors.
• Performs onboarding tasks for Residents and Staff, prepares laptops, desktops, and tablets for deployment.
• Provides remote user access support and delivers training for end users.
• Provides AV and Video Conference support.
• Performs project duties as assigned by 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 support process.
• Takes pride and ownership of the support role.
• Excellent customer service and communication skills.
• Able to assist others with varying levels of technical ability.
• Office 365 Knowledge.
• Home Electronics Knowledge:
  Cable Internet, Cable TV, Smart TVs, Home Theater, Telephones, Smart Devices.
• A+ certification and Help Desk experience preferred.
• Knowledge of customer service principles and practices.
• Skill in problem‑solving and issue resolution.
• Ability to communicate effectively with both technical and non‑technical personnel in English.
• Ability to assess resident and staff complaints and resolve disputes in a friendly professional manner.
• Ability to work independently and in a team environment.
• Ability to demonstrate proactive thinking, providing prompt, accurate, and customer‑focused solutions.
• Ability to handle multiple tasks simultaneously.
• Regular and predictable attendance is essential.
• Occasional after‑hours on‑call support with some local travel.
• Bachelor’s degree in Information Technology, Information Sciences, or related discipline – or equivalent skills and experience
• 1‑3 years in a Technical Support Role
• IT Ticket Management

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.