IT Support Technician Job at Gables Residential
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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 IT Manager of the Information Technology Department.
Work Location:
The position is located at the Gables Residential Headquarters in Atlanta, GA (Buckhead). 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.
Position Type:
Full-time; Hourly (non-exempt)
Essential Duties and Responsibilities:
- Provide remote technical support to Gables associates for computers and other technology equipment, including break-fix issues, installing and upgrading software, installing hardware, and configuring systems and applications.
- Help with hands-on technical / computer support as needed.
- 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 problem has been adequately resolved.
- Monitor the Tier 1 support request queue in the help desk ticketing system to ensure that all tickets are being addressed and working towards resolution.
- Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within the help desk ticketing system.
- 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.
- Escalation of tickets based on department guidelines.
- Participate in an on-call rotation that requires after hour support on weekdays (6:00 – 9:00 PM ET) and weekends (business hours) approximately every 6-8 weeks. Respond to emergency support requests during on-call assignments as defined by the on-call policy.
- Create and maintain IT Knowledge Base Articles.
Knowledge, Skills, and Abilities:
- Experience supporting Windows, MS O365, VOIP telephone systems, desktop hardware, Android, IOS.
- Foundational knowledge and skills of network troubleshooting.
- Experience managing users and access within Active Directory and Azure Active Directory
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Conduct research into a wide range of computing issues as required.
- Absorb and retain information quickly.
- Present ideas in user-friendly language.
- Highly self-motivated and directed.
- Strong attention to detail.
- Proven analytical and problem-solving abilities.
- 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 computer related experience
- 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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