Resident Technology Support Analyst

Position

Resident Technology Support Analyst

Manager of Resident Support

Do you enjoy working or spending time with the senior population? We are seeking a creative and upbeat individual to engage and empower seniors through technology in our client’s senior living communities in the Sterling, VA area. If you are compassionate, patient, and have a “can-do” attitude all while smiling as you multi-task and prioritize your day, please read below! We hope you will consider working with a great team who provides IT support for people over the age of 55!

The Resident Technology Support Analyst will provide technology support for the residents that live in our client’s communities. This is a full time position with working hours between 8 am to 4:30 pm.

The Resident Technology Support Analyst will be responsible for providing technology support for residents that live in our client’s community. This position will require one-on-one personalized experience for in home visits and community-based classes provided in a group setting.

• Must be upbeat, outgoing and have a cheerful disposition
• Experience working or volunteering in a senior living setting a plus
• Ability to build and maintain relationships with residents, their families and the community staff
• Value customer service-excellent communication skills and the ability to teach seniors how to use technology devices in a group setting or on an individual basis
• Basic technical troubleshooting and problem solving on multiple types of devices including computers, laptops, phones, tablets and smartphones
• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed
• Management experience is a plus
• Additional requirements such as background check, substance screening, TB test, vaccinations (or masking in lieu of vaccinations)

• Intake of resident support requests
• Schedule onsite appointments for technical support
• Onsite support of resident hardware and software
• Create and lead group classes on different consumer technology
• Phone and email support for initial incoming tickets
• Ticket resolution as per the client service level agreement
• Detailed documentation within service tickets on issue steps and resolution
• Excellent customer service on the phone, via email and in person

• Will prepare content for first class to be scheduled and presented within 60 days of hire
• Will demonstrate an understanding of ticket process
• Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
• 90% of tickets assigned will be contacted or worked within the first 24 hours

• Will continue to prepare ongoing content and have monthly classes scheduled with topics for the next month determined
• Will successfully complete or elevate tickets following proper processes (documentation, explanation of what was done, checklists, etc)
• Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
• 95% of tickets assigned will be contacted or worked within the first 24 hours

• Will continue to prepare ongoing content and have bi-monthly classes scheduled with topics for the next 3 months determined
• Will successfully complete or elevate tickets following proper processes (documentation, explanation of what was done, checklists, etc.)
• Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
• 100% of tickets assigned will be contacted or worked within the first 24 hours

• Medical, dental, vision, 401k
• Responsible paid time off
• Certification reimbursement