Technical Support Specialist

4 days ago

Bloomfield, Connecticut, United States Duncaster Inc Full time
Job Summary

Duncaster Inc is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide technical assistance to our residents, including training, troubleshooting, and support with cell phones, televisions, tablets, computers, and other smart devices.

Key Responsibilities:

  • Respond to resident inquiries regarding computer, tablet, smartphone, and AV equipment issues.
  • Assist residents with the use of personal devices, including computers, tablets, smartphones, and entertainment systems.
  • Set up, configure, and maintain AV equipment for community events, presentations, and meetings.
  • Provide support during live events, ensuring smooth operation of microphones, projectors, sound systems, and other AV equipment.
  • Assist residents with video conferencing setups, including platforms such as Zoom or Skype.
  • Offer one-on-one and group training sessions to residents on how to use various technologies, including email, video calls, online services, and AV systems.
  • Develop easy-to-understand instructional materials and user guides tailored to the needs of residents.
  • Provide 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.

Requirements:

  • 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.

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.

Benefits:

  • 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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