Resident Information Technology (IT) Coordinator

Job Description

Job Description

Description:

POSITION SUMMARY:

Bishop Gadsden is seeking a Resident IT Coordinator to provide hands-on technology support for residents while helping them stay connected, informed, and confident using their devices and services. This role is ideal for someone who combines strong technical troubleshooting skills with patience, professionalism, and a service-oriented approach in a resident-focused environment.

WHY JOIN US:

In this role, you will have the opportunity to make a meaningful day-to-day impact by helping residents solve technology challenges and access the tools and services they rely on. You will work as part of the Information Technology team in a setting that values responsiveness, clear communication, and respectful service.

OBJECTIVE:

The Resident IT Coordinator serves as the primary front-line technology support resource for residents, providing one-on-one assistance, troubleshooting, and follow-up to resolve technical issues in a timely manner. This role manages support requests from intake through resolution, maintains accurate records for billing and performance tracking, leads resident technology education sessions, and coordinates key resident technology services, including nurse call pendant programming, to support a safe and connected resident experience.

ESSENTIAL FUNCTIONS:

· Provide one-on-one technology support to residents, documenting and resolving requests in accordance with established service level expectations.

· Prepare and submit monthly invoices for resident IT services to the Director of I.T.

· Support healthcare residents with bulk cable services, including installing and activating boxes, pairing remotes, and performing general troubleshooting.

· Prepare resident and patient room technology to ensure excellence in their move in experience.

· Maintain nurse call and wander management systems.

? Configure devices to support resident moves.

? Manage pendant lifecycle activities, including auditing, removing outdated nurse call pendants from service and issuing replacements.

· Develop and present technology information sessions for residents.

· Assist residents with the setup and configuration of new equipment, including computers, cell phones, printers, and related devices.

· Serve as the staff liaison for Allison Library.

· Set up and break down audio-visual equipment for events as needed.

· Collaborate with other IT team members to support department operations as needed.

GENERAL RESPONSIBILITIES:

· Follow departmental and facility policies, procedures, and the standards outlined in the current employee handbook.

· Adhere to established facility and departmental safety policies and procedures.

? Participate in facility fire drill procedures.

· Perform all responsibilities in compliance with Residents’ Rights and HIPAA requirements.

· Maintain a professional appearance and respectful, courteous conduct at all times.

? Follow the Bishop Gadsden dress code policy and guidelines.

· Participate in required educational and departmental activities.

? Attend mandatory continuing education sessions.

? Attend department meetings and other required educational opportunities.

? Participate in facility functions and demonstrate engagement in Bishop Gadsden activities.

· Work collaboratively as a member of the team.

· Meet attendance and scheduling requirements.

· Accept additional duties as assigned in a cooperative manner.

· Demonstrate fiscal responsibility in the use of Bishop Gadsden resources and purchases made on behalf of the organization.

· Escalate major issues and priority conflicts to the Director of I.T.

REQUIRED EDUCATION AND EXPERIENCE:

· High school diploma or equivalent.

· Experience using an IT support desk or ticketing system to log, track, and escalate support requests, with an understanding of service level commitments for timely resolution.

· Experience supporting and troubleshooting a variety of consumer technology devices.

· Demonstrated critical thinking and problem-solving skills, with the ability to troubleshoot technical issues under time constraints.

· Proven ability to manage multiple support requests simultaneously while maintaining attention to detail in a fast-paced environment.

· Demonstrated excellent customer service skills.

· Proficiency with Microsoft 365, Windows 11, and SharePoint Online.

PREFERRED QUALIFICATIONS:

· Two-year degree or relevant technical certification, such as a Microsoft certification or CompTIA A+.

· Technical support experience in a senior living, healthcare, or similar resident-focused environment.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

· Ability to read, write, speak, and understand English.

· Ability to communicate clearly and effectively in both verbal and written formats.

· Ability to read and comprehend numbers and written materials.

· Strong interpersonal skills and the ability to maintain courteous, professional relationships with residents, families, visitors, and employees.

ENVIRONMENTAL CONDITIONS AND PHYSICAL ABILITIES:

· Frequent walking across campus and movement between buildings to provide on-site support, including kneeling or crouching to set up or troubleshoot devices in residents’ apartments, with or without reasonable accommodation.

· Frequent visual inspection of small device screens and indicator lights.

· Ability to provide support in residents’ homes or healthcare rooms while adhering to safety and privacy guidelines.

· Manual dexterity sufficient to finger, handle, and feel objects and to reach with hands and arms.

· Ability to read and comprehend numbers and written material on paper and on computer systems.

· Ability to interact with residents, families, and staff with tact, courtesy, and confidentiality.

· Ability to stoop, bend, kneel, crouch, crawl, climb, and balance.

· Ability to lift and/or carry up to 50 pounds.