Resident Relations IT Assistant Position Summary The Resident IT Support Assistant works within Waterman Village Senior Living community and provides friendly, patient, hands-on technology assistance to residents of a retirement community. This role supports residents with televisions, phones, computers, tablets, printers, internet access, and other personal electronic devices while promoting independence, safety, and confidence in using technology. The Resident Relations IT Assistant will report directly to the Resident Relations IT Coordinator. Essential Responsibilities - Provide individual technology support to residents in their apartments, common areas, and scheduled help sessions.
- Assist with setup, troubleshooting, and basic use of:
- Televisions, remote controls, cable/streaming services, and audio devices - Landline phones, mobile phones, voicemail, and video calling - Desktop computers, laptops, tablets, e-readers, and smart home devices - Wireless internet connections, passwords, email, and web browsers - Printers, scanners, webcams, and related peripherals - Help residents learn practical tasks such as sending email, making video calls, accessing photos, using online portals, and printing documents.
- Diagnose common hardware, software, connectivity, and account-access issues; coordinate with outside vendors or service providers when needed.
- Keep clear records of service requests, work completed, recurring issues, and equipment inventory.
- Provide simple written instructions and patient, easy-to-understand demonstrations tailored to residents’ comfort levels.
- Educate residents on safe technology practices, including password protection, phishing awareness, scam prevention, and privacy.
- Maintain confidentiality of resident information and respect personal property and living spaces.
- Communicate technology concerns, trends, and recommendations to community leadership.
- Assist with technology-related events, classes, group training sessions, and new-device orientations.
Qualifications - High school diploma or equivalent required; technical certification, associate degree, or relevant experience preferred.
- Experience providing technical support, customer service, help desk support, or consumer electronics assistance.
- Working knowledge of Windows and macOS computers, iOS and Android mobile devices, Wi-Fi networks, printers, TVs, streaming devices, and common applications.
- Ability to troubleshoot common electronic and connectivity issues in a calm, organized manner.
- Strong communication and interpersonal skills, with the ability to explain technical concepts in plain language.
- Patience, empathy, professionalism, and a service-oriented approach when working with older adults.
- Ability to prioritize multiple requests and document work accurately.
- Valid driver’s license may be required, depending on community needs.
Preferred Qualifications - Experience working in a senior living, healthcare, hospitality, or customer-service environment.
- Familiarity with accessibility settings and adaptive technology, including enlarged text, screen magnification, hearing-assistance devices, and voice controls.
- Knowledge of common online scams affecting older adults and basic cybersecurity practices.
- Experience with audiovisual equipment, cable/television systems, and video conferencing platforms.
Physical Requirements - Ability to move throughout the community and enter resident apartments as needed.
- Ability to lift, carry, and position light-to-moderate electronic equipment, such as printers, monitors, computers, and televisions, with assistance when necessary.
- Ability to sit, stand, bend, reach, and use hand tools or small electronic components.
Work Environment This position works throughout Waterman Village Senior Living Community, including resident apartments, offices, common areas, and technology classrooms. The role requires regular in-person interaction with residents and occasional coordination with families, vendors, and community staff.
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