Resident Technology Support Analyst

Parasol Alliance; Annapolis (MD); Hybrid; USD 52,000 - 68,000; 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 friendly Resident Technology Support Analyst to help residents use devices and stay connected across senior living communities. This full-time role runs Monday to Friday, 9 am to 3:30 pm, with in-home visits and group classes.

You will handle incoming support requests, schedule onsite visits, troubleshoot hardware and software, and document resolutions. The job emphasizes exceptional service, patient teaching of tech to seniors, and building strong

Qualifications

• Must be upbeat, outgoing and cheerful.
• Experience in a senior living setting is a plus.
• Ability to build relationships with residents, families, and staff.
• Excellent communication and customer service skills; ability to teach seniors how to use technology.

Responsibilities

• Intake of resident support requests
• Schedule onsite appointments for technical support
• Onsite support of resident hardware and software
• Create and lead group technology classes
• 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

Skills

Upbeat attitude

Senior living experience

Relationship building

Customer service

Tech troubleshooting

Self-motivation

Group instruction

Job description

Resident Technology Support Analyst

Parasol Alliance Annapolis, Maryland, United States

About this position

Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, helping our clients make smart strategic technology investments and effectively use technology to achieve their business objectives.

Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful - and we have the data to prove it.

Leadership defines us. We are innovative leaders in everything we do.

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 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 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
• 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

• 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 elevate 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 elevate 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 your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Our Values

We are an IT company that believes 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 your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Expertise