IT Support Technician - Boca Raton, United States - Gables Residential Services, Inc.

Description

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Position Summary:

As a key member of the Gables Information Technology Team, you will be responsible for resolving end user and computer-related tickets from both corporate and community associates. The individual fulfilling this role will have the opportunity to work with various teams and expand his/her skillset and directly contribute to improving service quality and associate satisfaction. The position reports to the Senior IT Manager of the Information Technology Department.

Work Location:

The position can be located at the Gables Residential Corporate Offices in Austin, TX or Boca Raton, FL. The current work from home policy is three days per week in the office and two days per week remote and is subject to change.

Essential Duties and Responsibilities:

• Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Provide remote support as required.
• Travel to remote offices (across the US) up to 30% of time.
• Support other computing peripherals such as printers, multi-function devices, telephone, mobile devices, etc.
• Troubleshoot basic networking such as internet connectivity, firewalls, and wireless access points for branch offices.
• Create, maintain, and modify user access for network resources and applications.
• Maintaining accurate end user asset information.
• Test fixes to ensure the problem has been adequately resolved.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Adhere to team and personal Service Level Agreements (SLAs).
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Knowledge, Skills, and Abilities:

• Experience supporting Windows, MS O365, VoIP telephone systems, desktop hardware, copiers/printers, Android, iOS.
• Foundational knowledge and skills of network troubleshooting.
• Experience with network and analog telephone wiring.
• Experience managing users and access within Active Directory and Azure Active Directory.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Strong attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Education & Certification:

• High School Diploma with 3 years of experience in an IT role.
• CompTIA A+ certification required.
• Other technical certifications are beneficial.

An Equal Opportunity Employer - M/F/D/V.

If you're passionate about exceeding goals and providing exceptional customer service experiences, come join Gables in our mission of Taking Care

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