Resident Technology Support Analyst (Entry level)

Position: Resident Technology Support Analyst

Reports to: Manager of Resident Support

Do you enjoy working or spending time with the senior population We are seeking a creative and upbeat individual to engage and empower seniors through technology in our clients senior living communities in the Annapolis MD area. If you are compassionate patient and have a can-do attitude all while smiling as you multi-task and prioritize your day please read below! We hope you will consider working with a great team who provides IT support for people over the age of 55!

The Resident Technology Support Analyst will provide technology support for the residents that live in our clients communities. This is a full time position with working hours from Monday to Friday 9 am to 330 pm.

Position Mission

The Resident Technology Support Analyst will be responsible for providing technology support for residents that live in our clients community. This position will require one-on-one personalized experience for in home visits and community-based classes provided in a group setting.

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
• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed
• Management experience is a plus
• Additional requirements such as background check substance screening TB test vaccinations (or masking in lieu of vaccinations)

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

Position Metrics

30 days

• Will prepare content for first class to be scheduled and presented within 60 days of hire
• Will demonstrate an understanding of ticket process

• Client and staff feedback will be positive regarding attitude while onsite over the phone and in written form.
• 90% of tickets assigned will be contacted or worked within the first 24 hours

60 days

• Will continue to prepare ongoing content and have monthly classes scheduled with topics for the next month determined

• Will successfully complete or escalate tickets following proper processes (documentation explanation of what was done checklists etc)
• Client and staff feedback will be positive regarding attitude while onsite over the phone and in written form.
• 95% of tickets assigned will be contacted or worked within the first 24 hours

90 days

• Will continue to prepare ongoing content and have bi-monthly classes scheduled with topics for the next 3 months determined.

• Will successfully complete or escalate tickets following proper processes (documentation explanation of what was done checklists etc)
• Client and staff feedback will be positive regarding attitude while onsite over the phone and in written form.
• 100% of tickets assigned will be contacted or worked within the first 24 hours

Benefits:

• Medical dental vision 401k
• Responsible paid time off
• Certification reimbursement

Company Culture

We are an IT company but believe technology support should be directly related to your business success. Technology for technologys sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Our Values:

Expertise

Collaboration

Empathy

Integrity

If you want to work for a value-driven high-performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work and to provide input and guidance for the clients of Parasol. We are a virtual company that offers work from home responsible time off and bonus opportunities.