IT Support Specialist

About the Role

The Information Technology Support Specialist will offer technical support to corporate and onsite teams, including both OS and hardware systems. This is an in-office (NON-remote) role with up to 50% travel to Company portfolio based on project needs.

Responsibilities

• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, mobile devices, and basic network connectivity problems
• Utilize remote access systems when necessary to troubleshoot with on-site users
• Provide technical support to our onsite teams for various aspects, including telephone systems (both VoIP and analog), internet access, alarm systems, access management systems, etc. via phone calls, emails, online chats, and in-person site visits as needed
• Explain technical solutions in easy-to-understand language
• Document and track support requests, resolutions, and system configurations
• Install, configure, and maintain operating systems, applications, and software updates
• Monitor virus protection and security threats across the portfolio to proactively identify and respond to potential cybersecurity risks and incidents
• Improve system performance by identifying risks and implementing necessary changes
• Act as a liaison between our operations teams and service providers as needed
• Develop and maintain documentation to improve client support references for common applications and tools
• Complete ongoing auditing of IT systems across portfolio to protect the Company and its assets, ensuring compliance with company standards, security protocols, and best practices
• Complete audits and assessments of IT systems, equipment, and hardware during due diligence process and at takeover of new asset acquisitions to ensure compliance with company standards, security protocols, and best practices
• Ensure access management (including keyless entry, fobs, alarms, etc.) and video monitoring systems are fully functioning at takeover of new asset acquisitions and for ongoing portfolio needs
• Implement and maintain inventory of all IT hardware, equipment, systems, contracts, and vendors across the Company and assist in determining upgrade viability versus replacement needs
• Visit properties throughout the Company portfolio to complete projects as needed
• Perform other reasonable duties as assigned by the Controller

Qualifications

• High school diploma or general education degree (GED) required; three to five years related experience and/or training; or equivalent combination of education and experience
• Associate degree or higher in computer science, information science, or relevant field of study highly preferred

Skills

• Use of Technology: Seeks new technologies to improve current operations. Maintain up-to-date knowledge of relevant technologies, industry trends, and best practices to enhance troubleshooting skills and provide proactive support
• Communications: Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. Able to communicate in a professional and clear manner
• Customer Service: Displays courtesy and sensitivity. Meets commitments. Responds promptly to internal and external customer needs. Solicits customer feedback to improve service
• Dependability: Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions
• Planning & Organization: Integrates changes smoothly. Prioritizes and plans work activities with minimal supervision. Uses time efficiently. Able to organize and track multiple data points across the portfolio
• Quality: Fosters quality focus in others. Improves processes. Measures key outcomes. Sets clear quality requirements. Solicits and applies customer feedback

Requirements

• Read, analyze and interpret business, professional, technical or governmental documents
• Write reports, business correspondence and procedure manuals
• Effectively present information and respond to questions from managers, customers and the public
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Proficiency in Windows OS, Microsoft Office Suite, RingCentral, Security Camera Systems, and PC hardware components
• Valid Driver’s License for travel to properties within the Company portfolio (0-50%)

Work Environment

The noise level in the work environment is usually moderate to low.

Physical Demands

The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop or kneel.