IT Support Specialist

Position Summary

We are seeking an experienced and customer-focused IT Support Specialist to provide technical support to employees across the organization. The ideal candidate will have 3-5 years of IT support experience, hands-on experience supporting Yardi, and strong proficiency with the Microsoft 365 suite of applications and services.

This position will serve as a primary point of contact for employees requiring technical assistance and will be responsible for providing timely, professional, and effective support. The successful candidate will possess strong troubleshooting skills while placing an equally high priority on customer service, communication, responsiveness, and user satisfaction.

The position is primarily based at Corporate Office in Gaithersburg, MD but will require occasional travel to local company sites throughout the Metro DC region and surrounding areas to provide on-site technical support, equipment assistance, troubleshooting, and other IT services.

Key Responsibilities

Technical Support

• Provide first- and second-level technical support to employees by phone, email, Microsoft Teams, remote support, and in person.

• Diagnose and resolve hardware, software, network, connectivity, and application-related issues.

• Provide technical support for Yardi and assist users with troubleshooting and system-related questions.

• Provide comprehensive support for the organization's Microsoft 365 environment, including:

• Microsoft Outlook

• Microsoft Teams

• Microsoft Word

• Microsoft Excel

• Microsoft PowerPoint

• OneDrive

• SharePoint

• Microsoft 365 administration and related services

• Set up, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other technology equipment.

• Assist with user account creation, password resets, permissions, access issues, and application provisioning.

• Support employee onboarding and offboarding, including hardware deployment, account setup, and system access.

• Troubleshoot VPN, wireless, network, printing, and other connectivity issues.

• Document support requests, troubleshooting steps, and resolutions in the organization's ticketing/help desk system.

• Escalate complex technical issues to appropriate internal resources or third-party vendors when necessary.

On-Site / Multi-Site Support

• Travel occasionally to local company properties and offices throughout the Metro DC area to provide on-site IT support.
• Respond to on-site technology issues that cannot be effectively resolved remotely.
• Install, replace, configure, and troubleshoot computers, network equipment, printers, phones, and other technology at local sites.
• Assist with office/property technology moves, equipment deployments, upgrades, and installations.
• Coordinate with site/property management personnel to minimize disruption to daily operations.
• Maintain accurate records of equipment and technology assets at supported locations.
• Travel between sites as needed based on business and IT support requirements.

Customer Service

• Provide a consistent professional, friendly, and solutions-oriented customer experience.
• Serve as a trusted technology resource for employees and site personnel.
• Listen carefully to users to understand the underlying issue and determine the appropriate solution.
• Explain technical information and instructions in a clear, understandable manner.
• Demonstrate patience and professionalism when working with users who have limited technical experience or are experiencing technology-related frustration.
• Take ownership of support requests and follow issues through to resolution.
• Communicate proactively with users regarding the status of open issues.
• Build positive working relationships with employees, managers, property teams, and other internal customers.

IT Operations & Projects

• Assist with software deployments, hardware upgrades, system implementations, and other IT projects.
• Assist with maintaining IT documentation, procedures, and technical knowledge bases.
• Help identify recurring technical issues and recommend improvements to systems and processes.
• Assist with maintaining IT security standards and promoting cybersecurity best practices.
• Work with vendors and service providers when necessary to resolve technical issues.
• Perform other IT-related duties and projects as assigned.

Required Qualifications

• 3-5+ years of professional IT support/help desk experience.
• Demonstrated hands-on experience supporting Yardi or comparable property management software.
• Strong working knowledge of the Microsoft 365 suite, including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint.
• Strong knowledge of Windows operating systems and common business applications.
• Experience troubleshooting computers, laptops, printers, mobile devices, networks, VPNs, and other business technology.
• Experience with user account administration, permissions, password management, and access troubleshooting.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Demonstrated commitment to exceptional customer service.
• Ability to prioritize multiple support requests and work effectively in a fast-paced environment.
• Ability to work independently while collaborating effectively with the broader IT team.
• Ability and willingness to travel occasionally to local sites throughout the Metro DC area.
• Valid driver's license and reliable transportation required for occasional travel between company locations.

Preferred Qualifications

• Experience providing IT support within the multifamily housing, property management, real estate, or commercial real estate industry.
• Experience with Yardi Voyager or other Yardi platforms.
• Experience with Microsoft Entra ID/Azure AD, Microsoft Intune, and/or Active Directory.
• Experience with IT ticketing/help desk systems.
• Familiarity with network infrastructure, switches, wireless access points, VPNs, and basic networking concepts.
• Experience supporting multiple office or property locations.
• CompTIA A+, Network+, Microsoft, or other relevant IT certifications.

Core Competencies

The successful candidate will demonstrate:

• Exceptional Customer Service
• Strong Communication Skills
• Technical Troubleshooting
• Problem Solving
• Accountability and Follow-Through
• Time Management and Organization
• Professionalism
• Adaptability
• Teamwork and Collaboration
• Attention to Detail
• Ability to Work Independently

Physical & Travel Requirements

• Occasional travel to company properties and offices throughout the Metro DC region and surrounding areas.
• Ability to transport and set up IT equipment as required.
• Ability to lift and move standard IT equipment, such as computers, monitors, and printers.
• Ability to work on-site at various company locations when required.

This role is non-exempt with a pay rate of $33 - $36 an hour for a new employee depending on a number of relevant factors including individuals' experience, qualifications, knowledge, skills, abilities, client/property or company budgetary limitations/guidelines, and other job-related company and market considerations. You may be eligible to receive discretionary and/or performance-based bonuses on a spot or annual basis, which are variable depending on individual merit/performance, budgetary limitations, company performance, and other job-related factors. This non-exempt role will be eligible for overtime for all hours worked in excess of 40 per week. Full-time positions (30+ hours/week) are eligible for 2 weeks paid vacation, sick and related leave, 11 paid holidays, and health & welfare benefits as outlined on the Company's website. To learn more about our company go to: https://pratumco.com/

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