Friendship Village Of Dublin · 22 hours ago
Information Technology Support Technician
Dublin, OH
Full-time
Onsite
Entry Level
1+ years expFriendship Village of Dublin is dedicated to enhancing the quality of life for its community. They are seeking an Information Technology Support Technician to provide first-tier support for both residents and staff, ensuring prompt and accurate solutions while demonstrating excellent customer service.
HealthcareHospitalHealth Care
Responsibilities
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. Supports resident activities that require technical expertise and provides in home computer service
Assist 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 on resolution
TV Service: TV setup (scanning channels), DVR setup, troubleshooting service issues, reporting issues to our TV service provider and following-up on resolution
Telephone Service: Telephone setup, Voicemail setup, troubleshooting service issues, reporting issues to our Telephone service provider and following-up on 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
Gains understanding of the user problem and owns the problem through resolution
Focuses on timely delivery and effective follow-through of 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 ticket resolutions a week, or 100% weekly completion
Satisfaction goal of 90%
Three Day Business response time (resolution time dependent on issue SLA)
Creates, updates and closes tickets in incident management system
Manages the support appointment schedule/calendar
Demonstrates 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)
Performs onboarding tasks for Residents and Staff
Prepares laptops, desktops, and tablets for deployment
Becomes and remains knowledgeable in the end user technology
Provides remote user access support
Delivers training for end users as part of problem resolution
Provides AV and Video Conference support
Performs project duties as assigned by the IT Manager
Qualification
Required
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 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 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, etc
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 using the English language
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, that provides prompt, accurate, and customer focused solutions
Ability to handle multiple tasks simultaneously
Regular and predictable attendance is essential for this position
Occasional after hours on-call support with some local travel
1-3 years in a Technical Support Role
IT Ticket Management
Preferred
Experience in teaching basic computer and Microsoft Office skills
A+ certification and Help Desk experience
Company
Friendship Village Of Dublin
Friendship Village of Dublin is a not-for-profit retirement & assisted living facility community to serve the people of Columbus, Ohio.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Brent Blackburn
HR Business Partner
Bryan Bolyard
HR Business Partner
Company data provided by crunchbase