IT Support Technician

Enso Village; Healdsburg (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Enso Village seeks an IT Support Technician to ensure seamless operation of technology systems. The role involves providing technical support, maintaining IT infrastructure, and assisting residents with technology needs. Ideal candidates will have strong problem-solving skills, technical knowledge, and a commitment to excellent customer service.

Benefits

Medical, dental, and vision insurance

Life & disability insurance

403(b) retirement plan

Paid time off

Subsidized meals

Professional development opportunities

Qualifications

• Proven experience as an IT Support Technician or similar, preferably in a residential/community setting.
• Comprehensive knowledge of computer systems and troubleshooting hardware/software issues.
• Ability to diagnose and resolve diverse technical issues.

Responsibilities

• Provide technical support to staff and residents, troubleshooting hardware and software issues.
• Maintain IT equipment and ensure reliable operation of networks.
• Offer training and support for effective technology use.

Skills

Problem-solving

Communication

Patience

Empathy

Customer service

Education

Bachelor’s or Associate’s Degree in IT, Computer Science, or related field

CompTIA A+

Network+

Cisco certification

Job description

The Role

The IT Support Technician at Enso Village is responsible for ensuring the seamless operation of all technology systems within the community. This role involves providing technical support to staff, residents, and guests by troubleshooting hardware, software, and network issues. The IT Support Technician plays a vital role in maintaining the integrity of Enso Village’s IT infrastructure to create a secure, reliable, and user-friendly environment. Excellent communication skills and a patient demeanor are essential for this position.

Key Responsibilities:

1. Provide Technical Support:
   • Respond to support requests from staff and residents via phone, email, or in-person.
   • Troubleshoot and resolve hardware, software, and network issues for both staff and residents.
   • Assist residents with personal technology (e.g., Wi-Fi, mobile devices, TV & audio).
   • Escalate unresolved issues to external IT vendors or the Director of IT when necessary.
   • Implement security measures to protect systems and data against threats such as viruses, malware, and attacks.
2. Hardware & Software Maintenance:
   • Set up, configure, and maintain desktop computers, printers, and other IT equipment.
   • Manage installation, updating, and troubleshooting of software applications used by the community.
   • Ensure reliable operation of Wi-Fi networks and shared IT systems like audio-visual equipment.
   • Perform preventive and corrective maintenance on IT equipment including computers, printers, servers, security cameras, and peripherals.
3. System Administration:
   • Assist with managing user accounts, permissions, and security settings.
   • Ensure proper operation and security of LAN/WLAN/SDWAN and telecommunications systems.
   • Perform routine backups, updates, and patches for critical systems.
4. Documentation & Reporting:
   • Record technical issues and solutions in support systems.
   • Maintain IT inventory including hardware and software licenses.
   • Provide reports on technical issues, system performance, and improvements.
5. User Training & Support:
   • Offer one-on-one support and training to staff and residents for effective and safe technology use.
   • Develop guides or FAQs for common hardware, software, and network issues.
   • Promote technology use to enhance resident experience while ensuring privacy and security.

Skills & Qualifications:

• Proven experience as an IT Support Technician or similar, preferably in a residential/community setting.
• Familiarity with wireless networks, audiovisual systems, and smart devices.
• Excellent problem-solving and communication skills, with the ability to explain technical concepts clearly.
• Patience and empathy, especially when working with senior residents.
• Ability to work independently and in a team.
• Comprehensive knowledge of computer systems and troubleshooting hardware/software issues.
• Skill in translating technical processes into clear, conversational instructions.
• Friendly demeanor with good listening skills.
• Strong verbal and written communication skills.
• Commitment to excellent customer service.
• Ability to diagnose and resolve diverse technical issues.
• Eagerness to learn new technologies.
• Experience with IT asset management and support systems.
• Familiarity with accessibility technologies for older adults.

Education:

• Bachelor’s or Associate’s Degree in IT, Computer Science, or related field, or equivalent experience.
• Relevant certifications such as CompTIA A+, Network+, Cisco.
• Knowledge of networking concepts like DHCP, DNS, VLANs, SDWAN, SASE, and VPNs.

Physical Requirements:

• Prolonged sitting and standing.
• Ability to bend, kneel, and stoop.
• Lift, carry, and push/pull up to 50 lbs.

Enso Village is committed to a secure, drug-free environment. Candidates must undergo background checks and drug testing.

Compensation and Benefits:

The salary range is $30.00-$38.00/hour, based on experience and qualifications. Benefits include medical, dental, vision, life & disability insurance, a 403(b) plan, paid time off, subsidized meals, and professional development opportunities.

We value diversity and encourage applicants of all backgrounds to apply. We are an equal opportunity employer and provide reasonable accommodations during the application process.