Technical Support Specialist

5 days ago

Bloomfield, United States Duncaster Inc Full time

Recently acknowledged as a "Best in Senior Living" community by U.S. News & World Report, a career at Duncaster is more than just a place to work. Here, you can fulfill your passion for helping others and become part of something meaningful that pays you back in inspiring, heartfelt ways you may have never experienced.

Duncaster offers residents a plan for life with independent living, assisted living, memory care and skilled nursing services all on a beautiful campus-like setting. Our residents share a bond of mutual respect with our staff that builds memorable and lasting relationships.

Overview

The primary focus of this role is to provide technical support to our residents which includes training, troubleshooting, and assistance with cell phones, televisions, tablets, computers, and other smart devices. This role will also be responsible for assisting staff and residents with the set-up and usage of audio-visual technologies in meeting rooms and conferencing spaces and will also be responsible for updating and maintaining our digital signage systems.

Essential Functions

  • Responds to a wide range of resident needs including inquiries regarding computers, tablets, smartphones, and AV equipment issues.
  • Assists residents with the use of personal devices, including computers, tablets, smartphones, and entertainment systems.
  • Sets up, configures, and maintains AV equipment for community events, presentations, and meetings.
  • Provides support during live events, ensuring smooth operation of microphones, projectors, sound systems, and other AV equipment.
  • Assists residents with video conferencing setups, including platforms such as Zoom or Skype.
  • Offers one-on-one and group training sessions to residents on how to use various technologies, including email, video calls, online services, and AV systems.
  • Develops easy-to-understand instructional materials and user guides tailored to the needs of residents.
  • Provides patient, friendly, and clear explanations to residents, ensuring they feel comfortable with the technology.
  • Logs all support interactions, maintaining accurate and detailed records of issues and resolutions.
  • Tracks unresolved issues and follow up to ensure timely solutions.
  • Reports recurring issues to the Director of Resident Services/IT Manager and suggest improvements to prevent future occurrences.
  • Participates in regular IT and resident services meetings to discuss ongoing issues, updates, and community needs.
  • Collaborates with IT Manager in monitoring and enforcing resident-related IT security protocols, particularly in shared or public-access devices.
  • Reports any security breaches or vulnerabilities to the IT Manager immediately.
  • Performs other duties as assigned.
Education and Experience
  • High school diploma or equivalent plus 2 years of relevant work experience or an Associate's degree in a related field is required.
  • Must be able to speak, read, and write the English language in an understandable manner.
  • Must have an advanced working knowledge with Microsoft, Apple, and Android operating systems.
  • Must have strong working knowledge of Microsoft Office applications (e.g., Word, Excel, Outlook, PowerPoint & Teams.
  • An excellent knowledge of wired and wireless networking protocols and technologies.
  • Must have strong organizational and troubleshooting skills.
  • Strong knowledge and previous experience working with audio-visual equipment including microphones, amplifiers, cameras, projectors, and smart displays is required.
  • A basic knowledge of streaming and recording from online video platforms.
  • Ability to effectively communicate with and assist non-technical individuals.
  • Ability to work independently and efficiently while managing calls and scheduling appointments.
  • Must have a patient and pleasant demeanor as well as exceptional customer service skills.
Environment & Working Conditions
  • Ability to focus on task needs and perform intellectual executive functions as related to the functions of the business operation.
  • Ability to execute intellectual tasks and duties under conditions of high demand and distraction.
  • Ability to complete the essential functions of the position with or with adaptive personal devices (e.g., hearing aid, corrective lenses).
  • Ability to operate equipment and technology required for the position.
  • Must be able to communicate effectively.
  • Able to assist with the evacuation of residents under emergency status to the best of their physical ability.
  • Able to function independently with integrity and work effectively with residents, personnel, and support agencies.
  • Able to move intermittently throughout the workday.
  • Able to occasionally push and/or pull a force of up to 7 pounds as relates to an equipment cart.
  • Able to reach overhead, bend, and occasionally carry or lift up to 25 pounds.
Hours

Full-time, 1st shift: Monday-Friday, 8:30am-5:00pm (This role may also require you to occasionally work outside of normal business hours, as needed.)

Pay

$20.00 per hour

What are the benefits?

Working in a Life Plan community will bring out the best in you. As a member of our team, you'll have the opportunity to pursue a truly rewarding career path, with multiple exciting benefits, including the following:
  • 401(k) with match and profit sharing
  • Medical, dental, and vision insurance available the 1st of the month after hire
  • Flexible spending accounts
  • Short-term and long-term disability
  • Employee assistance program
  • Paid time off
  • Tuition reimbursement
  • 10% tuition discount on all degree and certificate programs at Charter Oak
  • Free Access to our Aquatic & Fitness Center & to our beautiful walking trails throughout our campus
  • Discount employee lunches
  • Duncaster Spotlight Employee Recognition Program
  • Referral bonuses
  • Free parking
  • Shoes for Crews - discounted safety shoes for all staff
  • Yearly performance increases plus additional bonus opportunities
  • Employee Appreciation Events held throughout the year by our own "Funcaster" Committee

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