Job Description
Job Description
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 EliseAICoordinate with vendors, when appropriate, to resolve IT issuesIdentify process / hardware deficiencies and recommend solutionsEscalate complex IT issues to senior team members as neededPerform additional tasks as directed by the managerConducts all business per company policies / procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to housingKnowledge, Skills, and Abilities
Proficient in troubleshooting hardware and software issuesExperience performing physical laptop repairs (ex : swapping screens, replacing hard drives, installing batteries)Ability to trace and terminate Ethernet cablesDemonstrable history of independent workKnowledgeable in various operating systems, including Windows, macOS, and LinuxExperience with helpdesk or IT ticketing systemsExperience configuring, managing, and supporting SAAS solutionsExperience with network setup, management, and security protocolsCisco Meraki Experience a plus
Ability to provide clear, user-friendly instructions and supportExcellent communication and interpersonal skillsPatient, empathetic, and kindStrong problem-solving and analytical skillsFamiliarity with cloud servicesAbility to prioritize, manage, and resolve concurrent issuesCommitment to ongoing technical education and skills developmentAbility to think critically and handle challenging environments and situationsAbility to maintain confidentiality of company informationBA / BS degree, preferably in IT, Computer Science, MIS, or a related fieldPhysical 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 be on-call in case of an emergency.Ability to travel locally on demand and remotely as needed with advanced notice (~5%)3 days in office / 2 days work from home
