Information Technology (IT) Technician

Friendship Village Retirement Community; Waterloo (IA); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical, dental & vision

Life insurance

Disability insurance (short/long-term)

Flex spending accounts

PTO

Job summary

Friendship Village Retirement Community in Iowa is seeking an IT Support Technician to serve as the first point of contact for staff tech issues and assist with hardware upgrades and on-premises infrastructure.

You’ll manage your own ticket queue in a small team and work with minimal supervision, handling workstation deployments, AD tasks, POS/telecom support, and documentation of fixes. A hands-on problem-solver with 1+ years of IT help desk experience is ideal.

Qualifications

• Must work autonomously with minimal supervision.
• 1+ years IT help desk experience or equivalent (trade school, certifications, or robust home-lab experience valued).
• Must have transportation and a valid driver’s license.
• Exceptional patience, empathy, and communication when helping non-technical staff.
• Resourceful, “figure-it-out” attitude tackling unfamiliar glitches.
• Ability to lift up to 50 lbs and crawl under desks to manage cabling.

Responsibilities

• Unbox, image, configure, and install new desktop and laptop computers; upgrade to Windows 11.
• Serve as first line of defense for staff hardware, software, printing, and connectivity issues.
• Perform basic user management, password resets, and AD provisioning.
• Maintain and troubleshoot POS terminals, receipt printers, and network connectivity.
• Assist with on-premises Avaya phone system issues and iPad provisioning.
• Keep an accurate hardware inventory and document common fixes.

Skills

Autonomous work

IT help desk experience

Problem solving

Communication skills

Valid driver’s license

Lifting 50 lbs

Tools

Active Directory

Microsoft Exchange

Full Count POS

Avaya phone system

iOS devices (iPad)

Windows 10/11

Job description

IT Support Technician

Friendship Village is a mission-driven nonprofit organization dedicated to making a positive impact in our community. Because we prioritize channeling our resources directly into our programs, we operate a lean, tightly knit team where every dollar counts. We offer a supportive, purpose-driven work environment where your technical skills will directly help others every day. If you love solving problems, working with your hands, and making a difference, we want to hear from you!

Who we are looking for?

We are seeking a resourceful, self-starting IT Support Technician to manage our daily technical operations. In this role, you will be the primary point of contact for staff technical issues, assisting the manager with hardware upgrades, and maintain our on-premises infrastructure. Because our team is small and focused, you must be comfortable working with little direct supervision, managing your own daily ticket queue, and taking initiative on hardware deployments.

Core Responsibilities

• Workstation Deployment & Upgrades: Unbox, image, configure, and physically install new desktop and laptop computers. Lead the organization-wide project to upgrade existing computers from Windows 10 to Windows 11.
• Daily Help Desk Support: Serve as the first line of defense for staff encountering hardware, software, printing, and connectivity issues.
• Systems Administration Assistance: Perform basic user management, password resets, and account provisioning within our on-premises Active Directory environment.
• Point of Sale (POS) Support: Maintain and troubleshoot Full Count POS terminals, receipt printers, and connectivity to ensure smooth operations for our staff and clients.
• Telephony & Mobile Management: Assist with basic on-premises Avaya phone system troubleshooting (handling extensions and desk phone deployments) and set up and support staff iPads and iOS devices.
• Documentation: Keep an accurate inventory of hardware assets and document common technical fixes.

Technical Requirements

• Operating Systems: Solid proficiency supporting Windows desktop environments.
• Directory Services: Familiarity with the basics of on-premises Active Directory.
• Email & Software: General comfort navigating Microsoft Exchange environments and supporting on-premises Office applications.
• Hardware & Mobility: Hands-on experience troubleshooting PC hardware, network printers, peripherals, and Apple iPads.
• POS & Telecom: Prior experience supporting any retail or hospitality POS software (Full Count experience is a major plus).

Qualifications & Soft Skills

• Proven ability to work autonomously, prioritize tasks effectively, and solve problems with minimal oversight.
• 1+ years of IT help desk experience, or equivalent hands-on experience (trade school, certifications, or robust home‑lab experience are highly valued!).
• Must have transportation and a valid driver's license.
• Exceptional patience, empathy, and communication skills when helping non-technical staff members.
• A resourceful, "figure-it-out" attitude when tackling unfamiliar technical glitches.
• Ability to lift up to 50 lbs (moving monitors, PCs, UPS units) and comfortably crawl under desks to manage cabling and workstations.

We Offer

• A meaningful job where your work directly supports a vital community mission.
• High autonomy and ownership over your daily schedule and workspace.
• A collaborative, friendly, and low-stress team culture compared to high-pressure corporate environments.
• Hands-on exposure to a wide variety of technologies (Windows Server 2019, Exchange migrations, networking, POS), giving you an excellent foundation for career growth.

Benefits - available to employees working 25 hours or more a week:

• Medical, dental and vision
• Company paid and voluntary life insurance
• Short and long term disability
• Critical care, accident and hospitalization supplement insurance
• Flex spending accounts
• PTO Paid Time off
• Paid holidays after 30 days
• 401k retirement

Additional benefits - available to all employees:

• HIVE - FREE Employee Wellness Center/Gym and Pool
• Onsite Childcare Center with discount for employees
• Employee Food Pantry
• 2.5 more times pay for working holidays
• Continuing Education opportunities

Friendship Village is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected class.