IT Support Specialist

The Arcadia Family of Companies is a local non-profit organization committed to providing senior living excellence in a gracious, compassionate, and dynamic environment which meets the spiritual, physical, and social needs of every resident, client, and member we serve.

Why Join Us

Employees are the heart of all we do. We foster an environment of compassion, understanding, integrity and open communication. Our culture emphasizes collaboration and teamwork in a supportive environment that puts our residents, clients and members first. Each day we enjoy making a positive difference in their lives. Come join us to be part of our remarkable team where every member is valued!

Enjoy the Benefits 

• Healthcare: Medical, dental, and vision coverage for employees and dependents; flexible spending account, and Employee Assistance Program.
• Retirement Savings: Generous 403(b) Retirement Plan with 8.5% employer contribution every paycheck based on gross income after completion of one year of employment when you contribute 4% or more.
• Free Employee Meals: More time to relax and let our chefs take care of your meals.
• Paid Time Off: Enjoy 10-20 vacation days based on tenure, plus 11 paid holidays – and yes, your birthday is a paid holiday!
• Sick Leave: After 90 days of employment, you receive 5 days of sick leave and can accrue up to 90 days, ensuring you have the support and flexibility you need when it matters most.
• Professional Development:
  • Education Assistance Program for qualified employees who want to become Certified Nurse Aids (CNAs)
  • Access to a wide array of online training courses through Relias, empowering you to enhance your professional skills; and much more!

• Serve as a primary point of contact for IT support requests from staff and residents.
• Diagnose and resolve hardware, software, mobile devices, peripheral, connectivity, printing, and basic application issues.
• Provide in-person, phone, email, and remote support in a timely and courteous manner.
• Log, track, prioritize, and document support requests through the help desk ticketing system including asset management and inventory tracking.
• Escalate unresolved or complex issues to appropriate IT team members or third-party vendors.
• Follow up with users to ensure issues are resolved fully and satisfactorily.
• Provide patient, respectful, and easy-to-understand technical assistance to staff and residents.
• Assist residents with basic technology needs such as Wi-Fi connectivity, smart TVs, tablets, mobile devices, email, video calling, and other technology services when appropriate under organizational guidelines.
• Offer one-on-one support or small group guidance to improve residents’ comfort and confidence with technology.
• Maintain accurate technical documentation, knowledge base articles, and support procedures.
• Follow organizational policies for cybersecurity, data privacy, acceptable use, and system access.
• Recognize and report security concerns, phishing attempts, suspicious activity, and policy violations.
• Maintain confidentiality of sensitive organizational, employee, resident, and business information.
• Support compliance efforts related to healthcare, privacy, and organizational regulatory requirements as applicable.
• Coverage across multiple campuses/communities if applicable, including travel between sites.

Technical Skills

• Working knowledge of Windows operating systems, MacOS, iOS, Android OS, and Microsoft 365 applications.
• Experience supporting mobile devices, printers, peripherals, and common desktop applications.
• Working knowledge of networking concepts such as Wi-Fi, VPN, TCP/IP, and device connectivity.
• Familiarity with remote support tools, IT help desk ticketing systems, and knowledge base documentation
• Understanding of IT security best practices, endpoint support, and access control.
• Ability to learn organization-specific clinical, business, and resident support applications.

Required Competencies

• Strong customer service orientation with a calm, helpful, and professional demeanor.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users, including seniors.
• Patience, empathy, and interpersonal sensitivity when supporting older adults and diverse user groups.
• Strong troubleshooting, problem-solving, and critical thinking skills.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.
• Dependable, organized, and detail-oriented.
• Strong teamwork skills and willingness to collaborate across departments and communities.
• Commitment to the mission, vision, core values, and service standards of the Arcadia Family of Companies

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Education/Experience

• Required: 2+ years of hands-on IT support / help desk / desktop support experience
• Preferred: Associate degree or higher in IT, CS, or related field; experience in healthcare, senior living, or long-term care environments.
• Preferred Certifications: CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent.

Computer Skills

Proficiency in MS Office Suite, includes, MS Word, Excel, PowerPoint, Access and Outlook. Have a working knowledge and experience using general ledger accounting software. Familiarity with Microsoft Great Plains Dynamic is helpful.