Join our team to support technology at one of Phoenix’s premier nonprofit senior living communities! Nestled on a beautiful 22-acre campus with lush gardens, walking paths, and resort-style amenities, The Terraces of Phoenix is dedicated to helping residents live their best lives through connection, wellness, and exceptional service. Join a team that makes a meaningful impact every day by ensuring residents and team members have the technology support they need to stay connected and thrive.
The IT Administrator provides hands-on technology support to team members, residents, guests, and other authorized users at assigned communities and remotely across the enterprise. This position responds to help desk tickets, troubleshoots hardware, software, connectivity, mobile device, user access, collaboration, phone, security/access control, and resident-facing technology issues, and provides end-user training and coaching. The role requires strong technical troubleshooting skills, customer service orientation, discretion with confidential information, and the ability to communicate technical information clearly to users with varying levels of technology comfort.
Compensation: $30-40/hr depending on experience
Location: this position is fully onsite at our Terraces of Phoenix community
Primary responsibilities:
- Provide in-person technology support at assigned communities and remote technology support to authorized users across the enterprise.
- Receive, document, prioritize, troubleshoot, resolve, and/or escalate help desk tickets and service requests in accordance with established service standards.
- Diagnose and resolve end-user technology issues involving workstations, laptops, printers, peripherals, software applications, connectivity, mobile devices, collaboration tools, phones, and user access.
- Install, configure, maintain, upgrade, and replace end-user hardware, software, peripherals, mobile devices, and related technology equipment.
- Perform basic user account and access support, including password resets, account changes, permissions support, and Active Directory-related tasks within assigned authority.
- Support Microsoft products, email, productivity tools, conferencing, voice, video, desktop sharing, and other approved collaboration technologies.
- Provide basic endpoint, printer, application, connectivity, LAN/WAN, wireless, and network-related troubleshooting; coordinate with enterprise IT, vendors, and other support resources as needed.
- Provide support for community communication, security, and resident safety technologies, including desktop phone systems, conferencing tools, video surveillance, access control, personal emergency response systems, nurse call systems, wander management systems, and other approved resident-facing technologies.
- Perform preventative maintenance, inventory tracking, equipment readiness, lifecycle support, basic monitoring, and documentation for endpoints, loaner equipment, meeting technology, infrastructure systems, and other assigned technology assets.
- Provide technology training, coaching, and user guidance in formal and informal settings, translating technical information into clear, practical instruction.
- Maintain accurate records of troubleshooting steps, system changes, equipment assignments, recurring issues, and resolutions to support service continuity, knowledge sharing, and audit readiness.
- Support resident technology needs within approved corporate guidelines and service parameters.
- Handle confidential, resident-identifiable, team member, and business information with discretion and in accordance with HumanGood policies, HIPAA privacy rules, and applicable security requirements.
- Provide courteous, effective, and professional service to residents, potential residents, guests, team members, vendors, and business partners.
- Promote and protect resident rights and demonstrate behaviors that support HumanGood’s mission, values, service expectations, and HumanGood Experience Behaviors.
- Attend required in-service training, safety training, workshops, meetings, and other assigned programs.
To be successful in this role, you should have the following qualifications:
- Associate degree, technical certificate, specialized technology training, or equivalent combination of education and directly related experience required.
- Minimum of three years of hands-on IT support, desktop support, help desk, systems support, or related technology experience required.
- Experience installing, configuring, maintaining, and troubleshooting Windows workstations, printers, peripherals, mobile devices, software applications, and related end-user technology required.
- Working knowledge of Microsoft products, common business applications, user account/access support, endpoint troubleshooting, and standard IT service practices required.
- Basic knowledge of networking concepts, connectivity troubleshooting, and common IT troubleshooting tools required.
- Ability to provide customer-focused technology support to users with varying levels of technical skill required.
- Ability to communicate technical information clearly in user-friendly language required.
- Ability to document work accurately, manage multiple priorities, follow through on service requests, and escalate issues appropriately required.
- Ability to maintain confidentiality and comply with privacy, information security, and HIPAA-related requirements required.
- Ability to travel to assigned communities or other HumanGood locations as needed required.
- Valid driver’s license may be required when travel between communities or other locations is part of the assignment.
- Bachelor’s degree in computer science, information technology, information systems, or related field preferred.
- Experience supporting users in a healthcare, senior living, hospitality, multi-site, or customer-service-intensive environment preferred.
- Experience with help desk/ticketing systems and standard IT service management practices preferred.
- Experience with Active Directory, user accounts, password resets, permissions, and related access support preferred.
- Familiarity with TCP/IP, DNS, DHCP, LAN/WAN concepts, wireless connectivity, network devices, and common troubleshooting tools preferred.
- Experience supporting Apple iPhones, iPads, and other mobile devices preferred.
- Experience with phone/PBX systems preferred.
- Experience with video surveillance, access control, personal emergency response, nurse call, or wander management systems preferred.
- Exposure to server, virtual server, patch panel, switches, or related infrastructure tools preferred.
- CompTIA A+, Network+, Microsoft, ITIL Foundation, or other relevant IT support certification preferred.
- Microsoft certification, including MCSE or similar certification, preferred for assignments with greater systems administration responsibility.
What’s in it for you?
At HumanGood, we’re driven by purpose—reimagining senior living and creating communities where older adults can thrive. When you join us, you’re part of something bigger, making a meaningful impact in the lives of residents every day. Build your future where you’re supported — you’ll have the total rewards you need to build a confident, secure life for you and your family. Count on a compensation package that maximizes your health, wealth and well-being. And adds up to 40% in value to your base compensation.
We offer a comprehensive range of benefits and perks to support you, including:
- Health, Dental and Vision Plans - start the 1st of the month following your start date
- 20 days of paid time off (increases with years of service), plus 7 company holidays
- 401(k) with up to 4% employer match and no waiting on funds to vest
- HSA option with employer contribution
- Tuition Reimbursement and continuing education programs
- $25/line unlimited cell phone plan (plus taxes and fees)
- Cell Phone Stipend
- 5-star employer-paid employee assistance program
And as team members support residents, HumanGood supports team members. Here, you'll have the benefits and compensation you need to build a secure life for your family, and real opportunities to grow in your career, gain leadership skills and develop personally. Join us. You'll make a difference by helping our team members and our residents realize their full human potential.
Learn more at www.HGcareers.org (http://www.HGcareers.org)
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 (https://www.eeoc.gov/poster) notice from the Department of Labor.
