Resident Technology Support Analyst

Parasol Alliance; Annapolis (MD); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Paid time off

Certification reimbursement

Job summary

Parasol Alliance in Annapolis, MD is seeking a Resident Technology Support Analyst to assist seniors with everyday tech. The role focuses on one-on-one visits and small group classes, delivering friendly, patient IT support in our client communities.

You will schedule and perform onsite hardware/software help, create easy‑to‑follow tutorials, and respond to tickets by phone or email while building strong relationships with residents, families, and staff.

Qualifications

• Must be upbeat, outgoing with a cheerful disposition.
• Experience in a senior living setting is a plus.
• Ability to teach seniors how to use technology in group or individual sessions.
• Strong customer service and communication skills.

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.

Skills

Customer service

Communication skills

Tech troubleshooting

Teaching seniors

Relationship building

Multi-tasking

Tools

Computers & mobile devices

Job description

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 client’s 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 client’s communities. This is a full time position with working hours between 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 client’s 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

  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 upscale 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 upscale 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 technology’s sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with our 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.