IT Specialist

The role of the IT Specialist is to work on the Maloney Properties Helpdesk and provide a broad range of technical support to the end users of Maloney Properties. This support includes but is not limited to resolution of software and hardware issues related to end-users and endpoints like Windows laptops and iPhones. A thirst for knowledge is helpful. Users typically need support with M365 Office products, Adobe products, Azure Virtual Desktop, and BitLocker. This position will also support endpoint security products like anti-virus, mobile device management, and remote support applications. Additionally, the IT Specialist is responsible for the procurement, configuration, and destruction of computer and network equipment.

Submit your CV and any additional required information after you have read this description by clicking on the application button.

The work hours are 9 : 00am to 5 : 00pm, Monday to Friday (these hours are flexible, depending on team coverage for the Help Desk).

Responsibilities

• Troubleshoot and resolve incoming help requests from end users in a courteous manner. Resolution may require that issues be escalated or delegated to consultants or other members of the IT department.
• Manage the Helpdesk queue and ensure that all tickets are addressed in a timely manner. Follow-up on tickets that have been escalated or delegated to ensure they have been resolved.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Record, track, and document the problem-solving process and actions taken through to final resolution.
• Notify the IT Department and end users of major system issues in a timely manner, including system down and cyber security incidents.
• Routinely evaluate helpdesk trends and make process changes and training recommendations. Develop help sheets and frequently asked questions lists for end users.
• Assist with installations and updates of the latest software versions.
• Procure all computer and network equipment and facilitate software purchases as needed. Maintain defined inventory levels for standard equipment.
• Maintain baseline systems, build images, and configure all new computers according to defined setup procedures.
• On at least an annual basis, create a list of recommended equipment to be retired and facilitate the secure destruction of expired equipment.
• Maintain vendor relationships, process all IT invoices and follow up on overdue invoices as needed.
• Correct account lockouts and urgent cell phone problems as needed.
• Other duties as required.

Skills & Requirements

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