Resident Technology Support Specialist (Helpdesk)

Position Summary:

The Resident Technology Support Specialist provides hands-on technical support training and guidance to Deerfield residents across a wide range of personal technology. This role blends strong technical capability with exceptional customer service clear communication and patience.

Key Responsibilities:

Provide direct support for resident-owned devices including Windows and macOS computers iPhones/iPads Android devices smart TVs printers smart speakers and common peripherals.

Assist residents with software applications including email video calling social media online banking cloud storage and entertainment platforms.

Teach residents how to use their technology effectively; offer patient clear instruction adjusted to individual skill levels.

Support WiFi connectivity issues within resident apartments and help residents understand and manage their home network environments.

Provide A/V support for resident events when needed (connecting laptops projectors TVs microphones etc.).

Escalate complex issues appropriately to senior IT staff.

Respond to tickets submitted via email phone or online portal; document all work clearly and accurately.

Follow up to ensure issues are resolved and residents are satisfied with the support received.

Maintain accurate records of recurring issues and contribute suggestions for improvements.

Assist with creation of resident-friendly howto guides documentation and selfhelp resources.

Professionalism & Interpersonal Skills

Provide patient and respectful service.

Communicate technical concepts in clear nontechnical language.

Demonstrate calm problem-solving.

Qualifications:

Strong customer service and interpersonal communication skills; ability to work effectively with older adults.

Demonstrated troubleshooting ability across both Windows and Apple/macOS ecosystems.

Experience supporting mobile devices (iOS and Android).

Comfort with teaching coaching and guiding residents through tasks stepbystep.

Ability to manage multiple tasks and prioritize effectively.

High level of professionalism patience and empathy.

Preferred

13 years of experience in IT support helpdesk or resident/patient-facing technical assistance.

Basic technology certifications (e.g. CompTIA A Network Apple ACSP).

Experience in senior living healthcare hospitality or other hightouch service environments.

Physical Requirements

Ability to lift 25 lbs (e.g. small monitors equipment).

Ability to travel throughout Deerfields campus to provide inhome support.

Ability to visually read device screens and smallformat text.

Deerfield employees enjoy a full suite of benefits including PPO health insurance (no high-deductible plans) dental vision 403(b) with employer match generous time away professional development and scholarship addition our employees enjoy access to many community amenities and a workplace culture that seamlessly blends heart and mind.

Deerfield is faith-based nonprofit open to all and provides a continuum of services to empower residents to live life to the fullest. We enrich the lives of those who live and work at Deerfield and commit to be a leader in the field of aging services. We provide a non-smoking campus and our employees provide either proof of COVID vaccine or provide a validated religious or medical exemption form. All new employees must successfully complete a background check and drug screen as part of our onboarding process.

Deerfield is committed to providing access equal employment opportunity and reasonable accommodation for individual with disabilities in all aspects of our employment our services programs and activities. To request reasonable accommodation or for additional information contact us at

Required Experience:

Manager