What are the responsibilities and job description for the IT Support Specialist position at PRG Real Estate?
The IT Support Specialist is a key member of the IT department, collaborating closely with the other members of the IT Team and property operations staff. This role provides desktop support, hands-on computer/network troubleshooting, and assistance with our various software platforms. Key systems include Microsoft Azure and Office 365, Yardi Systems, EliseAI, Cisco Meraki, Vonage, and Barracuda Total Protection.
Essential Job Functions
-
Primarily responsible for managing help requests via the IT ticket queue (ManageEngine ServiceDesk Plus)
- This includes but is not limited to remote and on-site Tier 1 IT support, such as troubleshooting computer performance, configuring software, installing printers, investigating network issues, and, most importantly, supporting the property management software platforms
- Develop expert knowledge of our property management software platforms: Yardi and EliseAI
- Coordinate with vendors, when appropriate, to resolve IT issues
- Identify process/hardware deficiencies and recommend solutions
- Escalate complex IT issues to senior team members as needed
- Perform additional tasks as directed by the manager
- Conducts all business per company policies/procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to housing
Knowledge, Skills, and Abilities
- Proficient in troubleshooting hardware and software issues
- Experience performing physical laptop repairs (ex: swapping screens, replacing hard drives, installing batteries)
- Ability to trace and terminate Ethernet cables
- Demonstrable history of independent work
- Knowledgeable in various operating systems, including Windows, macOS, and Linux
- Experience with helpdesk or IT ticketing systems
- Experience configuring, managing, and supporting SAAS solutions
-
Experience with network setup, management, and security protocols
- Cisco Meraki Experience a plus
- Ability to provide clear, user-friendly instructions and support
- Excellent communication and interpersonal skills
- Patient, empathetic, and kind
- Strong problem-solving and analytical skills
- Familiarity with cloud services
- Ability to prioritize, manage, and resolve concurrent issues
- Commitment to ongoing technical education and skills development
- Ability to think critically and handle challenging environments and situations
- Ability to maintain confidentiality of company information
- BA/BS degree, preferably in IT, Computer Science, MIS, or a related field
Physical and Other Requirements
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- While performing the duties of this job, the employee is regularly required to sit and talk or hear.
- Frequently is required to stand, walk, and use hands to maneuver, handle, or feel objects or tools.
- Must occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this job involve normal vision.
- Ability to maintain a high ethical standard.
- Ability to work overtime, evenings, weekends, or holidays as necessary.
- Ability to travel locally on demand and remotely as needed with advanced notice (~5%)
- 3 days in office/2 days work from home
