IT/AV Support Coordinator

Overview:

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.

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.