IT Support Technician - The Kendal Corporation : Job Details

The Role The IT Support Technician at Enso Village will be 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. This position requires excellent communication skills and a patient demeanor.Key Responsibilities: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 Director of IT when necessary.
• Implement security measures to protect systems and data against threats such as viruses, malware and computer attacks.

Hardware & Software Maintenance:

• Set up, configure, and maintain desktop computers, printers, and other IT equipment.
• Manage the installation, updating, and troubleshooting of software applications used by the community.
• Ensure the reliable operation of Wi-Fi networks and shared IT systems such as audio-visual equipment in shared spaces.
• Performs preventive and corrective maintenance on IT equipment, including computers, printers, servers, security camera systems, and other peripherals.

System Administration:

• Assist with managing user accounts, permissions, and security settings for staff systems.
• Ensure proper operation and security of the LAN/WLAN/SDWAN and telecommunications systems.
• Perform routine backups, system updates, and patches for all critical systems.

Documentation & Reporting:

• Record technical issues and solutions in an internal ticketing or support system.
• Keep track of IT inventory, including hardware and software licenses.
• Provide regular reports on recurring technical issues, system performance, and improvement opportunities.

User Training & Support:

• Provide one-on-one support and training sessions for staff and residents to help them use technology effectively and safely.
• Develop easy-to-understand guides or FAQs for common issues related to hardware, software, and network usage.
• Promote the use of technology to enhance the resident experience while ensuring user privacy and security.

Skills & Qualifications:

• Proven experience as an IT Support Technician or similar role, preferably in a residential or community setting.
• Familiarity with wireless networks, audiovisual systems, and smart devices.
• Excellent problem-solving and communication skills, with the ability to explain technical concepts to non-technical users.
• Patience and empathy when working with senior residents, ensuring they feel comfortable using technology.
• Ability to work both independently and as part of a team.
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• The ability to translate technological processes to deliver clear, step-by-step instructions into conversational language.
• Patient, friendly demeanor with a great aptitude for listening.
• Strong verbal and written communication skills.
• Commitment to providing exceptional customer service.
• Ability to diagnose and resolve a variety of technical issues.
• Eagerness to learn new technologies and systems.
• Experience with IT asset management and support systems.
• Familiarity with accessibility technologies for older adults.

Education:

• Bachelor's or Associate's Degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Relevant IT certifications (CompTIA A+, Network+, Cisco certifications).
• Familiarity with networking concepts such as DHCP, DNS, VLAN's, SDWAN, SASE, and VPNs.

Physical Requirements:

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

As a responsible and safety-conscious organization, we are committed to maintaining a secure and drug-free work environment. To ensure the well-being of our team members and uphold our values, we require candidates to undergo a background check and drug testing as part of our selection process. Compensation and Benefits:Enso Village is committed to equal pay and transparency. The salary range for this position is $30.00-$38.00 per hour. This range provided as a general guideline and compensation decisions are dependent on a variety of factors, including candidate's work experience, education/training, key skills, external non-profit market data, and business considerations.We provide team members with a supportive and inclusive work environment focused on health and well-being. Eligible team members are offered comprehensive benefits package, including:

• Comprehensive Benefits: Medical, dental, and vision coverage available starting on your first day of employment.
• Life & Disability Insurance: Company-paid life insurance and long-term disability coverage.
• Retirement Savings: 403(b) plan with a generous employer match to help you plan for the future.
• Generous Paid Time Off: Paid annual vacation, sick days, personal days, and holidays.
• Healthy Meals: Subsidized organic, nutritious meals available daily.
• Professional Development: Opportunities for ongoing career growth and development within the organization.

We value applicants of all different backgrounds, experiences, and skill sets. If you think you could excel in this role (regardless of whether you meet all of the qualifications), we encourage you to apply. Enso Village is an equal opportunity employer which means that we consider applicants for hire and make employment decisions without unlawful discrimination on the basis of race, color, religion, national origin, gender, gender identity or expression, sexual orientation, pregnancy, military or veteran status, disability, age, genetic information, or other legally protected status. We are committed to working with and providing reasonable accommodations to job applicants who request an accommodation