Entry Level Helpdesk Analyst

Position Mission

The Resident Technology Support Analyst will provide technology support for the residents that live in our client’s communities. The Resident Technology Support Analyst will be responsible for providing technology support for residents over the age of 55, that live in our client’s community. This position will require one-on-one personalized experiences for in home visits and community-based classes provided in a group setting.

Responsibilities

• Intake of resident support requests
• Schedule onsite appointments for technical support
• Onsite support of resident hardware and software
• Create and lead group classes on different consumer technology
• Phone and email support for initial incoming tickets
• Ticket resolution as per the client service level agreement
• Detailed documentation within service tickets on issue steps and resolution
• Excellent customer service on the phone, via email and in person

Requirements

• Must be upbeat, outgoing and have a cheerful disposition
• Experience working or volunteering in a senior living setting a plus
• Ability to build and maintain relationships with residents, their families and the community staff.
• Value customer service-excellent communication skills and the ability to teach seniors how to use technology devices in a group setting or on an individual basis
• Basic technical troubleshooting and problem solving on multiple types of devices including computers, laptops, phones, tablets, and smartphones.

Benefits

• Hours 9-3:30p EST
• Medical, Dental, & Vision benefits with employer contribution
• 401k with 3% matching
• Unlimited PTO
• Quarterly bonuses
• Certification reimbursement
• Growth opportunities!