The Help Desk Specialist serves as the first point of contact for technical support within the organization, providing assistance for desktop systems, applications, and building technology systems. This role ensures employees receive timely and effective technical support across all US based Boxer Property corporate and management offices, minimizing downtime and ensuring consistent productivity.
Responsibilities include troubleshooting hardware, software, and network issues, assisting with system configurations, and supporting building systems such as Access Control and Video Surveillance. The role also contributes to user training, device management, and IT documentation.
Duties & Responsibilities
Technical Support
Provide first-level support for end-users via ticketing system, phone or email
Diagnose and resolve desktop, laptop and software issues within defined SLAs
Support and configure Microsoft 365, Teams and related collaboration tools
Manage and maintain devices through Microsoft Intune, including compliance, enrollment and remote troubleshooting
Create and manage Active Directory and Azure AD user accounts and permissions
Manage company cell phone accounts, configuration and unified deployment
Perform adds, moves and changes for softphones using Microsoft Teams and 8x8
Collaborate with vendors to resolve Internet, fax or circuit-related issues
Travel to local business offices to perform onsite support and maintenance
Management Offices & Building Systems Maintenance
Conduct routine maintenance on desktops, laptops and network-connected systems
Apply security patches, firmware updates and configuration changes
Monitor and respond to alerts form Intune, endpoint protection and monitoring tools
Provide Tier 1 and Tier 2 support for Access Control Systems and Video Surveillance Platforms
Maintain documentation for hardware, software and building system configurations
User Training and Documentation
Develop and maintain user guides, quick reference materials and FAQs
Conduct onboarding sessions and IT orientation for new hires
Maintain internal SOPs and contribute to process improvement initiatives
Reporting and Analysis
Track and analyze help desk ticket trends and performance metrics
Participate in IT Inventory Management activities
Recommend system enhancements based on recurring issues
Generate reports for management on service response and resolution times
Education & Training
Knowledge & Skills