IT/AV Support Coordinator

Overview:

Vi is recognized as a Great Place to Work and one of Glassdoor's 100 Best Companies to work for. Learn from the best and accelerate your career with Vi.

What We Offer:

• Competitive pay
• Exceptional benefits
• Generous Paid Time Off - start accruing on day one
• 401k with company match
• Paid maternity and paternity benefits
• Award-winning training and development
• Tuition Reimbursement
• Luxury work environment
• Meaningful and rewarding work

Vi at Palo Alto is located at 620 Sand Hill Road, Palo Alto CA 94304

The Community Technology Support Coordinator provides technical support for residents and staff in using computer hardware and software based on self-direction and prioritization of various community needs. This role also supports community-based technologies such as A/V in the building. Duties are as follows:

Resident Technology Support

• Serves as the first point of contact for residents seeking technical assistance on a scheduled basis. Maintains hours of operations and schedule.
• Assists residents with set up, training and troubleshooting on personal devices including, but not limited to smart phones, tablets/iPads, computer, home Wi-Fi, and voice assistant devices.
• Provides education, training and support on technology applications and platforms such as email, Touchtown, work order requests, reservations, virtual communication, cyber security, etc.
• Prepares, schedules, and conducts resident technology education, training, webinars and seminars, both in-person and virtual settings.
• Manages and coordinates other resident technology support resources as needed.
• Captures various data metrics including usage and satisfaction to determine effectiveness of scheduling and responding to resident technology support requests.

Staff Technology Support

• Serves as the onsite point of escalation for staff technology support tickets coming from the IT helpdesk or corporate IT support staff.
• Assists community staff with hardware and software-related technology troubleshooting including, but not limited to, PC and peripherals, mobile device, and business applications.
• Addresses support requests/tickets in a timely and customer-friendly manner.
• Logs and fully documents support requests in the help desk ticket system; updates daily status of support tickets.
• In emergency situations, serves as first-point-of-contact and corporate liaison.

• Captures various data metrics including usage and satisfaction to determine effectiveness of scheduling and responding to staff technology support requests.
• Participates in regular status calls and reviewing reports, working with Corporate IT Support Manager.

Community Technology Support

• Supports various technologies in community spaces such as the Theatre, Multi-purpose room, Computer Center. Technology examples include A/V, In-house channel, Digital Signage.
• Serves as point of contact for various corporate technology projects and initiatives.

Key Competencies:

• Strong technical proficiency and excellent working knowledge of various computer hardware technologies, software applications, mobile devices, and other technology products including audio visual (A/V) systems.
• Ability to schedule, self-manage and prioritize requests from residents and staff.
• Ability to quickly learn and utilize new technologies.
• Excellent troubleshooting, break/fix skills.  Persistence and follow-through required.
• Outstanding customer service skills, especially with older adults.
• Excellent verbal and written communication skills, along with effective listening. Strong people skills required for relationship building.
• Ability to effectively create and teach in-person classroom and virtual training (in collaboration/partnership with Lifestyle team leaders).
• Demonstrated ability to manage multiple, parallel assignments with accountability for timely delivery results.  Ability to multi-task projects and assignments in a timely manner.

Education and Experience:

• Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related technology field is preferred.
• Work Experience:  Minimum 1 year of user support and training experience is required.

• A solid working knowledge of computer hardware, software, and peripherals including installation, configuration, maintenance and support is required.

• Licensure / Certification: Microsoft, A+ or other technology certifications preferred.