IT Support Specialist

The IT Support Specialist is responsible for providing first-line support for end users.  Supports end users through installation, configuration, and training services. Provides network administration and application support.

• Respond to requests for technical assistance in-person, by phone, or electronically during regular business hours with issues including but not limited to:

• Diagnose and resolve technical hardware and software issues, including active directory and other account lockouts, damaged computer hardware, installation of third party software, assist with computer and software use, etc.
• Ensure new user account provisioning including Azure AD account setup
• Troubleshoot computing and networking equipment at Pennrose sites as directed with Trouble Tickets

• Follow standard help desk procedures, including following workflow and process documents outlined in the IT knowledgebase
• Log all help desk interactions into the Zendesk ticketing system
• Escalate unresolved issues to appropriate subject matter experts both inside and outside of Pennrose, as appropriate or as directed
• Identify and escalate situations requiring urgent attention, including virus/malware/trojan and other security-risk alerts and network outages
• Track and route tickets and requests and document through to resolution
• Stay current with computing, networking, and software system information, changes and updates published by IT or external vendor
• Provide remote support for Tier I and II hardware, software, networking, and printer issues
• Assist in managing computing and mobile device inventory
• Document internal processes and procedures related to duties and responsibilities
• Make a personal commitment towards making PMC a leading multifamily property management company in the industry.
• Continue with professional education to complete personal development plan. Engage in industry training and forums. Share knowledge. Ensure that PMC is using the latest technology and operates within the parameters of all applicable regulations and law.
• All other duties as assigned.

Required Education and Experience:

• Associates degree in Information Technology preferred or related field experience.
• ITIL V3, Comptia A+ or Comptia Network+ certification preferred
• Two (2) years experience providing direct end-user IT helpdesk and/or desktop support, Five (5) years preferred
• Two (2) years experience providing direct customer support
• Demonstrated ability to work effectively as part of a team
• Intermediate knowledge of computer hardware/software support and networking
• Ability to work in a fast-paced environment and manage and prioritize multiple, often competing, priorities
• Demonstrated strong attention to detail
• Demonstrated strong time management and organizational skills
• Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision
• Demonstrated ability to anticipate future needed changes or identify problem areas and take effective actions
• Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills
• Demonstrated intermediate experience with Microsoft Office 365 applications, including Word, Excel, Outlook, and PowerPoint, OneDrive, Teams, and SharePoint

Preferred Qualifications:

• Experience working in Azure and Intune environments
• Experience in managing Cisco Meraki Equipment
• Experience in working with Meraki System Manager and Intune MDMs
• Experience with Zendesk Ticketing System
• Experience mentoring team members
• Experience supporting POTS (life/safety) lines
• Experience supporting Security systems such as door access and camera systems
• Running point or assisting in IT related projects.

Working Conditions:

• Ability to work periodic flexible hours is required.  Ability to travel by plane and automobile is required.
• Ability to work at property locations within or near transitional neighborhoods – again with the support of PMC.
• Ability to climb stairs, take elevators, bend, squat and reach overhead.