IT Technical Support Specialist

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

General Summary:

Under general supervision, provides end-users with assistance and demonstrates excellent customer service. Works closely with the IT Manager to coordinate resolutions and provide assistance with special projects.

Responsibilities:

Provides Helpdesk phone/email coverage, logs and tracks support calls, and resolves open tickets.

Diagnoses, researches, and resolves routine hardware and software issues. Gathers appropriate information to escalate issues when needed.

Installs, connects, configures, upgrades, trouble-shoots, diagnoses, and repairs hardware and software for desktops, laptops, mobile devices and peripherals.

Provides software support to include operating systems, application software, utility software and similar programs.

Stays abreast of technical developments in the assigned area of responsibility and applies new technology as appropriate.

Is available after normal business hours for on-call support as part of our internal on-call support rotation.

Assumes responsibility for ensuring confidentiality of member information, assigned keys, passwords, access codes, and overall system security.

Documents solutions in the helpdesk knowledgebase, creating and updating technical documentation, audit reports and procedures.

Provides backup support to other areas of the department as needed.

Performs other duties as assigned.

Abilities:

Must be able to troubleshoot, install, connect, configure, upgrade, diagnose and remedy hardware and software issues for various technology devices. Must have excellent skills in the following: communication, research, analysis, problem-solving, detail-orientation, customer service and time management. Must be able to work with all levels within the organization and be able to relay technical information in an easy-to-understand manner with end users. Must also respond timely to requests and able to determine when issue escalation is necessary.

Knowledge, Education:

Associate’s or Bachelor’s degree in a computer related program or relevant work experience. Advanced knowledge of windows operating system, mobile device management, hardware and software. Knowledge of server and networking concepts as well as, VoIP. User management tools such as Active Directory and Google Enterprise.

Experience:

Requires a minimum of two years of experience in an IT support role. Previous Property Management industry experience helpful but not required.