- To support the Minto Communities local and remote user base by monitoring, prioritizing, responding to and owning the timely resolution all end user tickets. (60%)
- Performing customer facing technology support at the local sales office and model homes (20%)
- Performing user on-boarding and off-boarding tasks; including user account, computer and mobile device setups and removal (20%)
- Provide timely computer and telephony IT Support to all Minto employees, both local and geographically dispersed
- Build an excellent working relationship with a customer service focus and "Can Do" attitude
- Deploy (and remove) computing and telephony equipment to new users and new sites
- Provision and support end user mobile devices
- Work with 3rd party service providers, as needed, to provide on-site user support, troubleshooting and deployments
- Maintain and administer Active Directory
- Assist with network infrastructure troubleshooting and maintenance
- Troubleshoot and resolve end user mail flow issues
- Support end user anti-virus and other cyber security software and tools
- Support and troubleshoot audio and video systems at all U.S. properties
- Assist in software releases and roll-outs according to Change Management best practices
- Record, track and document all service requests and resolutions in an effort to build a knowledge base
- Asset management of all IT hardware and software
- Perform hands-on fixes at the end user level, including installing and upgrading software, installing hardware and configuring systems and applications.
- Test fixes to ensure problems have been adequately resolved.
- Assist with development of IT documentation for end users
- On-Call afterhours rotation
- Experience with desktop and server operating systems, including Windows 10, Windows 11
- Experience with thin client technologies such as Citrix XenDesktop
- Experience with mobile technology including iPhone, iPad and Android
- Experience with Active Directory
- Experience with Exchange and spam filtering
- Experience with computer hardware, software
- Experience with switches, firewalls, wi-fi access points and cabling
- Experience with anti-virus and cyber security software and tools
- Experience with multi-function printers
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on customer service
- Strong documentation and instruction writing skills
- Highly available, responsive and detail oriented
- Ability to conduct research into a wide range of computing issues is required
- Ability to absorb and retain information quickly
- Ability to contribute ideas in a team setting
- Highly self-motivated and directed
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Typically a 5 day work week, onsite, with regular office hours
- Periodic, shared after hours on-call support for emergencies
- Occasional after hours support for scheduled maintenance activities
- Reliable vehicle required and valid driver's license for offsite services/support
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
- Occasional availability to travel to remote sites in the southeast U.S.
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Client Support Specialist II - Panama City Beach, United States - Minto
1 week ago
Description
Purpose:
The Client Support Specialist II supports the IT infrastructure and user endpoints for Minto Communities.
This role will be a key member of the IT team and will work very closely with the both the US based and Canadian based IT team.
This role has three primary functions:
Key Responsibilities and Accountabilities:
Technical competencies:
Education and Experience:
College diploma or university degree and up to 3 years of relevant work experience.
Skills, Knowledge and Abilities:
