Canterbury Woods Senior Community

Under the direction of the IT Help Desk Manager, this position is responsible for providing technical support and related technical service to all Front Porch business users as well as limited resident technology support. This position in Pacific Grove, CA provides both virtual (telephone/video/email) and in-person support and training to ensure full and effective utilization and reliable operation of technology.

Responsibilities:

The job duties listed are essential functions of the position. However, other duties may be assigned and may also be considered essential functions of the position.

• Serves as Tier One technical support for end-users and community-specific software and hardware issues and requests. When unable to resolve them in a timely manner, escalates quickly to appropriate Tier Two entities (internal or vendors) and follows through to ensure resolution.
• Provides all aspects of end-user and community technology support, including implementation, training, day-to-day support and maintenance and ensuring proper working conditions, cyber/security and vulnerability remediation, troubleshooting, and problem resolution.
• Identifies documents, investigates, troubleshoots, resolves and responds to all technical support inquiries (support tickets, emails, chats, or phone calls) regarding questions, problems, issues, or concerns with technology operation or performance in a timely manner providing regular updates to all impacted or involved.
• Images and deploys new computers and installs required hardware and software in coordination with IT and community resources.
• Creates and maintains comprehensive IT documentation and provides timely updates to help desk ticketing software.
• Ensures patches and updates are applied in compliance with IT best practices and mitigates cybersecurity vulnerabilities and other remediation efforts timely.
• Perform all other related duties as assigned.

Additional Responsibilities:

• Travel to other communities (i.e. Cupertino and Palo Alto) and occasionally to the Support Services office in Walnut Creek for projects and other duties as needed
• Provide on-call/emergency support as needed.

Credentials:

Education with Equivalent Qualifications:
Essential:
* High School diploma or GED
Nonessential:
* Bachelor's Degree in Computer Science or related technology discipline

Experience with Equivalent Qualifications:
Essential:
* 2 Years desktop support experience
Nonessential:
* 2 Years Active Directory user account management
* 1 Year Citrix Xen Desktop preferred

Front Porch is an Equal Opportunity Employer. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, disability or status as a veteran in accordance with the applicable nondiscrimination laws. Final candidates must successfully complete a pre-employment physical, physical abilities test, drug screen and Department of Justice Criminal background clearance.

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