IT Support Technician

Lifespace Communities would like to introduce the opportunity to become an

We're looking for an experienced problem solver to serve as a technical resource for Lifespace Communities, Inc. This role is an integral part of delivering technology across the organization, supporting and working in collaboration with the information technology department. A successful Support Technician will maintain, as well as continue to support and recommend advancements in technology solutions.

• Serve as first point of contact for team members seeking technical assistance via phone, email, instant messaging or IT ticketing system. Ensure courteous, timely and effective resolution of end user issues.
• Monitor, prioritize, document and assist in resolving end user help requests. When possible, troubleshoot and attempt immediate resolution through remote desktop or desk side.
• Escalate IT tickets as outlined to the appropriately experienced technician or administrator to maintain service level expectations as necessary.
• Test fixes to ensure problem has been adequately resolved.
• Support audio, video and web conferencing.
• Create user accounts and manage access controls based on company policies.
• Alert leadership of recurring issues or trends in incidents. Recommend modifications to reduce user issues.
• Key participant in user testing, implementing, document creation and communication for information technology department and the end user.
• Report any computer abuse, HIPAA violations, unauthorized system access, software use violations or licensing concerns immediately to IT management
• Comply with applicable federal, state and local laws, rules, and regulations, HIPAA; maintains knowledge of and follows all company policies and procedures.
• Obtain knowledge and demonstrate the principles of Living Lifespace , person directed care and successful aging philosophies and their inherent core values of commitment, respect, compassion, dedication, team work and quality. Team member will support, actively participate and act in accordance with the principles of the Living Lifespace service culture and be familiar with and fluent in the language and service pillars of Living Lifespace.
• Maintain regular and punctual attendance at work and meetings.
• Position may require travel to other Lifespace communities, vendor locations or conferences.
• In cases of rare severe technical outages, this individual may also be required to be onsite during weekday evenings/nights and/or on weekends.
• During emergencies or natural disasters may be required to be on duty for the duration of the disaster.

• Two-year degree in information technology, computer science or equivalent work experience.
• One to three years end-user technical support experience in an Azure / Microsoft environment
• Ability and willingness to work in an environment providing 24x7x365 support to our communities. Hours will be primarily business hours, with some on-call or after-hours work needed

• Ability to prioritize and handle multiple projects and tasks concurrently.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with Microsoft suite of cloud offerings (Azure, O365, Endpoint, etc.)
• Experience with desktop installation, support, patching, and troubleshooting.
• Excellent verbal and written communication skills are required.
• Strong analytical skills that demonstrate ability to problem solve and analyze complex and difficult scenarios is required.
• Demonstrate a high level of customer service focusing on rapport building, listening, questioning and patience.
• Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with residents, vendors and team members.

• Abbey Delray - Delray Beach, Florida
• Abbey Delray South - Delray Beach, Florida
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• Claridge Court - Prairie Village, Kansas
• Edgemere - Dallas, Texas
• Friendship Village of Bloomington - Bloomington, Minnesota
• Friendship Village of South Hills - Upper St. Claire, Pennsylvania
• Harbour's Edge - Delray Beach, Florida
• New Castle - Mequon, Wisconsin
• Oak Trace - Downers Grove, Illinois
• Querencia at Barton Creek - Austin, Texas
• The Stayton - Fort Worth, Texas
• Village on The Green - Longwood, Florida
• The Waterford - Juno Beach, Florida

Equal Opportunity Employer, including disabled and veterans.