Information Technology Support Technician

Job Category: IT

Requisition Number: INFOR
001727

• Posted :
  October 29, 2026
• Full-Time
• On-site

Showing 1 location

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:
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.

RESPONSIBILITIES:

• Provides support for Resident Technology services:
• Wi-Fi Internet:
  Connectingdevicesincluding laptops, desktops, printers, tablets, phones, and Alex/Google devices,troubleshootingconnectivityissues, and reporting issues to ourWi-Fiservice provider and following-upon resolution
• TV Service:
  
  TV setup (scanning channels), DVR setup, troubleshooting service issues,reporting issues to our TV service provider and following-upon resolution
• Telephone Service:
  Telephone setup, Voicemail setup, troubleshooting service issues, reporting issues to our Telephone service provider and following-upon resolution
• Resident Move-In:
  
  Allthe above, plus electronic device setup (smart devices,radios, stereo systems,DVD, etc.).
• Provides software/hardware desk-side support and troubleshooting to allFVDAssociates;and FVD Residents for anadditionalfee.
• Gains understanding ofthe user problem and ownsthe problem through resolution.
• Focusesontimelydelivery and effective follow-throughof issue resolutions.
• Communicate with end users to set expectations of resolution times for more complex issues.
• Manages work order requests:
• Meets service levels of quality and responsiveness:
• Minimum
  30 ticketresolutionsaweek,or 100% weekly completion
• Satisfaction goal of 90%
• Three Day Businessresponsetime (resolution time dependent on issueSLA)
• Creates,updates and closes tickets inincidentmanagement system.
• Manages the support appointment schedule/calendar.
• Demonstrates ability to independently troubleshoot and diagnose telephone,Internet,Wi-Fi,network, and television issues-oftenin conjunctionwithour vendors(asbothLevel 1 and Level 2 support).
• Performs onboarding tasks for Residents and Staff.
• Prepares laptops, desktops, and tablets for deployment.
• Becomesandremainsknowledgeable in the end user technology.
• Provides remote user access support.
• Deliver straining for end users as part of problem resolution.
• Provides AV and Video Conference support.
• Performsprojectduties as assigned by the IT Manager.

Qualifications:

• Degreein 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 PC’s, 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 toassistothers with varying levels of technical ability
• Office 365 Knowledge
• Home Electronics Knowledge:
  
  Cable Internet, CableTV,Smart TVs,Home Theater, Telephones,Smart Devices,etc.
• A+ certification and Help Desk experience preferred.
• Knowledge of customer service principles and practices.
• Skill in problem-solving and…