IT/AV Support Coordinator

3 weeks ago

Oakland, United States Vi Living Full time
Overview:

Vi is recognized as a Great Place to Work and one of Glassdoor's 100 Best Companies to work for. Learn from the best and accelerate your career with Vi.

What We Offer:

  • Competitive pay
  • Exceptional benefits
  • Generous Paid Time Off - start accruing on day one
  • 401k with company match
  • Paid maternity and paternity benefits
  • Award-winning training and development
  • Tuition Reimbursement
  • Luxury work environment
  • Meaningful and rewarding work

 

Vi at Palo Alto is located at 620 Sand Hill Road, Palo Alto CA 94304

Responsibilities:

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. Duties are as follows:

 

Resident Technology Support

  • Serves as the first point of contact for residents seeking technical assistance on a scheduled basis. Maintains hours of operations and schedule.
  • Assists residents with set up, training and troubleshooting on personal devices including, but not limited to smart phones, tablets/iPads, computer, home Wi-Fi, and voice assistant devices.
  • Provides education, training and support on technology applications and platforms such as email, Touchtown, work order requests, reservations, virtual communication, cyber security, etc.
  • Prepares, schedules, and conducts resident technology education, training, webinars and seminars, both in-person and virtual settings.
  • Manages and coordinates other resident technology support resources as needed.
  • Captures various data metrics including usage and satisfaction to determine effectiveness of scheduling and responding to resident technology support requests.

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, PC and peripherals, mobile device, 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; updates daily status of support tickets.
  • 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 staff technology support requests.
  • Participates in regular status calls and reviewing reports, working with Corporate IT Support Manager.

 

Community Technology Support

  • Supports various technologies in community spaces such as the Theatre, Multi-purpose room, Computer Center. Technology examples include A/V, In-house channel, Digital Signage.
  • Serves as point of contact for various corporate technology projects and initiatives.
Qualifications:

Key Competencies:

  • 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, break/fix skills.  Persistence and follow-through required.
  • 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 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 results.  Ability to multi-task projects and assignments in a timely manner.

Education and Experience:

 

  • Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related technology field is preferred.
  • Work Experience:  Minimum 1 year of user support and training experience is required.
  • A solid working knowledge of computer hardware, software, and peripherals including installation, configuration, maintenance and support is required.
  • Licensure / Certification: Microsoft, A+ or other technology certifications preferred.
Pay Range: USD $31.27 - USD $39.09 /Hr.

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