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# Information Technology Support Technician

- **Company:** Friendship Village
- **Location:** Dublin, OH, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Computer Literacy, System Configuration, Desktop Computing, Web Browsers, Information Sciences, Microsoft Office, Smart Devices, Wi-Fi Technology, Tablet Computers, Information Technology, Laptops
- **Published:** October 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=19f98cf946555720

## About the Role

* Degree in Information Technology, or high school degree or GED with a minimum of one to two years of experience resolving technical problems.
 * Strong knowledge of Windows Operating Systems (Windows 10), Microsoft Office 365, Active Directory and Internet Explorer.
 * Experience in teaching basic computer and Microsoft Office skills preferred.
 * Knowledge of Microsoft Active Directory
 * Experience installing/configuring PC's, printers, and peripheral devices
 * Self-starter mentality willing to make constant improvements in the technical support process
 * Takes pride and ownership of the support role
 * Excellent customer service and communication skills
 * Able to assist others with varying levels of technical ability
 * Office 365 Knowledge
 * Home Electronics Knowledge: Cable Internet, Cable TV, Smart TVs, Home Theater, Telephones, Smart Devices, etc.
 * A+ certification and Help Desk experience preferred.
 * Knowledge of customer service principles and practices.
 * Skill in problem-solving and issue resolution.
 * Ability to communicate effectively with both technical and non-technical personnel using the English language.
 * Ability to assess resident and staff complaints and resolve disputes in a friendly professional manner.
 * Ability to work independently and in a team environment.
 * Ability to demonstrate proactive thinking, that provides prompt, accurate, and customer focused solutions.
 * Ability to handle multiple tasks simultaneously.
 * Regular and predictable attendance is essential for this position.
 * Occasional after hours on-call support with some local travel.
 * Bachelor's degree in Information Technology, Information Sciences, or related discipline - or equivalent skills and experience
 * 1-3 years in a Technical Support Role
 * IT Ticket Management

## Description

The Information Technology (IT) Support Technician is responsible for being the first-tier support for both residents and staff, providing prompt and accurate solutions, while demonstrating exemplary hospitality and customer service., * Provides support for Resident Technology services:

 * Wi-Fi Internet: Connecting devices including laptops, desktops, printers, tablets, phones, and Alex/Google devices, troubleshooting connectivity issues, and reporting issues to our Wi-Fi service provider and following-up on resolution
 * TV Service: TV setup (scanning channels), DVR setup, troubleshooting service issues, reporting issues to our TV service provider and following-up on resolution
 * Telephone Service: Telephone setup, Voicemail setup, troubleshooting service issues, reporting issues to our Telephone service provider and following-up on resolution
 * Resident Move-In: All the above, plus electronic device setup (smart devices, radios, stereo systems, DVD, etc.).
 * Provides software/hardware desk-side support and troubleshooting to all FVD Associates; and FVD Residents for an additional fee.
 * Gains understanding of the user problem and owns the problem through resolution.
 * Focuses on timely delivery and effective follow-through of issue resolutions.
 * Communicate with end users to set expectations of resolution times for more complex issues.
 * Manages work order requests:
 * Meets service levels of quality and responsiveness:
 * Minimum 30 ticket resolutions a week, or 100% weekly completion
 * Satisfaction goal of 90%
 * Three Day Business response time (resolution time dependent on issue SLA)
 * Creates, updates and closes tickets in incident management system.
 * Manages the support appointment schedule/calendar.
 * Demonstrates ability to independently troubleshoot and diagnose telephone, Internet, Wi-Fi, network, and television issues - often in conjunction with our vendors (as both Level 1 and Level 2 support).
 * Performs onboarding tasks for Residents and Staff.
 * Prepares laptops, desktops, and tablets for deployment.
 * Becomes and remains knowledgeable in the end user technology.
 * Provides remote user access support.
 * Delivers training for end users as part of problem resolution.
 * Provides AV and Video Conference support.
 * Performs project duties as assigned by the IT Manager.