Full-Time Help Desk/Resident IT Support

Homestead Village Enhanced Senior Living; Lancaster (Lancaster County); On-site; USD 25,000 - 36,000; Full time

Job summary

Homestead Village Enhanced Senior Living is seeking a Help Desk/Resident IT Support technician for on-site coverage in Lancaster, PA. The role supports residents and staff with IT issues, manages devices, and coordinates with the VP of HR for priorities.

Responsibilities include troubleshooting devices, maintaining the help desk system, and educating residents and staff on IT solutions. On-call every other weekend; requires strong customer service and communication skills.

Qualifications

• At least 1 year of IT/network troubleshooting and PC support experience.
• Knowledge of iOS and Android operating systems.
• Familiarity with system security and privacy best practices.
• Experience with Microsoft Intune is preferred.
• Strong time management and ability to handle multiple deadlines.
• Excellent written and verbal communication and customer service skills.
• Valid PA driver’s license required.

Responsibilities

• Manage and respond to end user IT requests.
• Maintain the Help Desk Ticketing system, responding, prioritizing, and closing tickets promptly.
• Troubleshoot staff technology issues including phones, tablets, computers, TV, and WIFI.
• Assist with upgrades, repairs, and replacements of computer hardware.
• Maintain the phone system and troubleshoot application issues.
• Assist with management and maintenance of the emergency call system.
• Assist with management and maintenance of the access control systems.
• Assist with hardware and software installations.
• Assist with department specific software programs.
• Manage and respond to all resident IT requests.
• Execute device setup for residents moving into Apartments.
• Respond to communications from emails, voicemail, etc.
• Implement and optimize use of SharePoint sites.
• Responsible for Resident IT Education and Employee IT Education.
• Perform other administrative duties as necessary.

Skills

IT support

PC troubleshooting

Phone system management

iOS and Android

System security

Microsoft Intune

Time management

Organization

Customer service

Communication

PA driver's license

Tools

Microsoft Intune

Job description

Job Details

Title:

Help Desk/Resident IT Support

Status:

Full-Time, nonexempt (hourly)

Shift:

8:30am-5:00pm, Every Other Weekend On-Call responsibility

Reports to:

Vice President of Human Resources

Qualifications

• 1+ year experience with computer networks, PC troubleshooting, and phone system management.
• Knowledge of computer, iOS, and android operating systems.
• Knowledge of system security management and electronic privacy.
• Experience managing Microsoft Intune, preferred.
• Effective time management skills with the ability to manage multiple deadlines simultaneously.
• Ability to organize and prioritize assignments.
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Demonstrated problem-solving and troubleshooting experience.
• Valid PA Driver's License, required
• Able to perform the essential job responsibilities with or without reasonable accommodation.

Responsibilities

(the following is an overview of the responsibilities of the position and should not be considered to be all inclusive):

• Manage and respond to end user IT requests.
• Maintain the Help Desk Ticketing system, responding, prioritizing, and closing tickets in a timely manner.
• Troubleshoot/diagnose staff technology issues including phones, tablets, computers, TV, and WIFI issues.
• Responsible for assisting with all upgrades, repairs, and replacements of computer hardware.
• Responsible for maintaining the phone system and troubleshooting application issues.
• Assist with management and maintenance of the emergency call system.
• Assist with management and maintenance of the access control systems.
• Assist with hardware and software installations.
• Assist with department specific software programs.
• Manage and respond to all resident IT requests.
• Executing device set up for residents living/moving into Apartments.
• Responding timely to communications from all sources (i.e., emails, voicemail, written/verbal requests).
• Implement and optimize use of SharePoint sites.
• Responsible for Resident IT Education
• Responsible for employee IT Education.
• Perform other administrative duties as necessary or directed.