The Community Technology Support Coordinator provides technical support for residents and staff in using computer hardware and software based on self-direction and prioritization of various community needs. This role also supports community-based technologies such as A/V in the building. This role provides break-fix support, answers technical support questions, and develops and conducts training and education in various formats.
The Community Technology Support Coordinator will travel to the residents’ homes (on campus) or team members’ offices/stations to deliver, integrate, network, and/or repair consumer electronic devices as well as to provide technical advice and assistance. This role will facilitate seamless Resident and Team Member experience by providing lifestyle recommendations regarding products, technical advice, service, and content solutions. Installation ranges from basic setup and delivery, and repair of a consumer’s computer or iPad, to complex delivery, network setup, and assistance with home entertainment products and computer support.
Experience is Everything.
At LCS, experience is everything. We provide you the opportunity to use your talents in a progressive, growing organization that makes a positive difference in the lives of the seniors we serve. If you are seeking an organization that gives back, you’ll love working here. Our principles and hospitality promises define our company culture. LCS employees can be found participating in volunteer activities, getting involved in our committees or collaborating with team members in our innovative workspace. You’ll find several opportunities to grow as a professional, serve the community, and enhance the lives of seniors.
What You’ll Do:
- Resident Technology Support
- Serves as the first point of contact for residents seeking technical assistance on a scheduled basis; maintains hours of operation and schedule.
- Assists residents with setup, training, and troubleshooting on personal devices including, but not limited to, smartphones, tablets/iPads, computers, home Wi-Fi, and voice assistant devices, supporting Microsoft, Apple, and consumer devices.
- Provides education, training, and support on technology applications and platforms such as email, Touchtown, work order requests, reservations, virtual communication, and cyber security.
- Prepares, schedules, and conducts resident technology education, training, webinars, and seminars in both in-person and virtual settings.
- Manages and coordinates other resident technology support resources as needed.
- Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions; understands resident and team member technology issues by asking probing and clarifying questions, listening, taking detailed notes, and providing accurate time estimates for next steps.
- Staff Technology Support
- Serves as the onsite point of escalation for staff technology support tickets coming from the IT helpdesk or corporate IT support staff.
- Assists community staff with hardware- and software-related technology troubleshooting including, but not limited to, PCs and peripherals, mobile devices, and business applications.
- Addresses support requests/tickets in a timely and customer-friendly manner; logs and fully documents support requests in the help desk ticket system, monitors work orders, and updates daily status of support tickets with accurate status updates to customers.
- Serves as first-tier support for network infrastructure and performs basic network troubleshooting.
- Assists with user account administration, including adding, removing, and maintaining users, as directed by corporate IT.
- Provides telecommunications support including employee phone/fax and cell devices.
- Provides resident and staff training on IT system operations, including protocols for IT support calls.
- Provides first line of support and collaborates with vendors and corporate IT for issue resolution on a variety of systems, including but not limited to:
- Residential and commercial connectivity and bandwidth.
- Corporate IT systems including Electronic Medical Records and payroll/time clock systems.
- Interacts with vendors to ensure prompt resolution of software, hardware, and related issues.
- Orders and keeps inventory of employee computers and printers; assists with budget planning and software licensing compliance as needed.
- In emergency situations, serves as first point of contact and corporate liaison.
- Captures various data metrics, including usage and satisfaction, to determine effectiveness of scheduling and responding to resident and staff technology support requests; participates in regular status calls and report reviews with the Corporate IT Support Manager.
- Community Technology Support
- Supports various technologies in community spaces such as the Theatre, Multi-Purpose Room, and Computer Center; technology examples include A/V, in-house channel, and digital signage.
- Serves as point of contact for various corporate technology projects and initiatives.
Performs other duties and responsibilities as assigned.
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What We’re Looking For:
- Required qualifications
- High school graduate or equivalent or equivalent user support and IT experience
- 2-4 years of user support and training experience.
- Solid working knowledge of computer hardware, software, and peripherals, including installation, configuration, maintenance, and support.
- General troubleshooting knowledge of Microsoft and Apple operating systems and devices; understanding of Microsoft products and general understanding of network systems.
- Strong technical proficiency and excellent working knowledge of various computer hardware technologies, software applications, mobile devices, and other technology products including audio visual (A/V) systems.
- Ability to schedule, self-manage, and prioritize requests from residents and staff; ability to quickly learn and utilize new technologies.
- Excellent troubleshooting and break/fix skills; persistence and follow-through required. Excellent analytical skills, with the ability to resolve system problems and make recommendations to management to ensure system integrity.
- Outstanding customer service skills, especially with older adults.
- Excellent verbal and written communication skills, along with effective listening; strong people skills required for relationship building; ability to interpret and understand technical requirements.
- Ability to effectively create and teach in-person classroom and virtual training (in collaboration/partnership with Lifestyle team leaders).
- Demonstrated ability to manage multiple, parallel assignments with accountability for timely delivery of results; adaptable to changing priorities based on mission-critical resolution of IT issues; ability to prioritize and multi-task in a fast-paced environment.
- Must possess the ability to always act professionally and tactfully; must be capable of making mature judgments and functioning independently; must have flexibility, personal integrity, and the ability to work effectively with residents and personnel.
- Preferred qualifications
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related technology.
Microsoft, CompTIA A+, or other technology certifications.
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Why Join Us?
Industry Leader.
Inclusive & collaborative culture.
Top Workplace USA.
Top Workplace Iowa.
Charity and community involvement.
Outstanding advancement opportunities.
Ongoing career development.
Benefits
Competitive pay, great benefits and vacation time. We are an equal opportunity employer with benefits including medical, dental, life insurance, disability, 401(K) with company match and paid parental leave.
Our Commitment
LCS creates living experiences that enhance the lives of seniors. You’ll see this commitment in our people. They’re talented, dedicated professionals who truly care about residents, with each conducting his or her work with integrity, honesty and transparency according to the principles of LCS. We strive to help every community succeed—strengthening available resources, establishing proven practices that lead to long-term growth and value for those living in, working for and affiliated with the community. Check us out on our website: https://www.lcsliving.com
Additional Information
Travel frequency: 0-10%
Estimated Salary: $57,000 - $71,000
The actual title & salary will carefully consider a wide range of factors, including your skills, qualifications, experience, and other relevant factors.
A POST-OFFER BACKGROUND CHECK, INCLUDING REFERENCES IS REQUIRED.
LCS IS AN EQUAL OPPORTUNITY EMPLOYER.
