Infrastructure Support Technician I
Location: Corporate Office - Greenville, SC
Summary
This position requires a competent, detail-oriented, thorough, and organized Help desk technician to provide fast and useful technical assistance on computer systems. Responsibilities include answering queries on basic technical issues and offer advice to address the issue. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Essential Duties and Responsibilities
Serve as the first point of contact for customers seeking technical assistance over the phone or email and direct unresolved issues to the next level of support personnel
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware used at NHE.
Perform remote troubleshooting through diagnostic techniques, ask pertinent questions, and listen to customers to determine root cause and the best solution based on the issue and details provided by the customers
Walk the customer through the problem-solving process
Follow up with customers to ensure issue has been resolved.
Provide accurate information on IT products or services
Record events and problems and update ticket/customer status and information and their resolution in logs/software
Assist in FAQs creation and management to add channels of support
Gain knowledge of and pass on any feedback or suggestions by customers on NHE system usage or procedures to the appropriate internal team
Identify and suggest possible improvements on procedures
Assist in writing and maintaining training manuals.
Help maintain daily performance of computer systems.
Install, modify, and repair computer hardware and software.
Clean outside of computers and devices prior to deployment.
Ensure all devices are wipe of NHE data and appropriately discarded and recycled/donated whenever possible
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer, peripheral, cables, and wiring of devices for users.
Run reports to determine malfunctions that continue to occur.
Respond to customer queries by phone and email
Create step-by-step training material with screenshots for clients
Document internal procedures
Assist in maintaining daily performance of computer systems
Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other NHE systems
Assist in maintaining document storage on NHE website and intranet
This job description does not list all the functions and tasks. Job functions may be added, deleted, or modified at any time by your supervisor.
Requirements
Experience in analysis, implementation and evaluation of IT systems and their specifications
Sound understanding of computer systems (hardware/software), networks etc.
Excellent organizational skills
Outstanding communication abilities
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficient in Microsoft Word, Excel, Outlook, and PowerPoint
1-2 years Database management or related degree/certificate preferred
Keen attention to detail, memory of patterns, and interest in problem-solving
Proficiency in English
Education/Experience
Training and experience in computer network systems and technologies. Must be able to demonstrate and utilize diagnostic techniques for problem resolution and implementing preemptive strategies to maintain and optimize system operations. Experience and demonstrated ability to work independently on assigned tasks, effectively utilizing existing reference materials and resources, accurately forecasting task completion times, and prioritizing workload items to best maintain normal. Zendesk and Yardi software experience is preferred for this position.
Language Ability
Written and verbal communication skills, to effectively capture and disseminate computer related information with both technical and non-technical personnel.
Math Ability
Ability to apply mathematical concepts. Ability to apply mathematical operations to financial reporting projects.
Reasoning Ability / Computer Skills
The ability to gain a thorough knowledge and understanding of the organization’s objectives, plans, operations, problems and competition, while remaining abreast of information systems technology is required. This position requires more of a “management generalist” work profile than that of a “computer technician”.
Work Environment
This position works in an office setting with occasional exposure to the outside and travel during the workday. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually quiet.
Work Schedule
Monday – Friday – 8 AM to 5 PM
Physical Demands
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; and stoop, or kneel. The employee is regularly required to sit and balance. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
BENEFITS
All full-time employees are eligible to participate in our benefits program. NHE offers:
HDHP Health Insurance Plan
PPO Health Insurance Plan
Vision Insurance
Dental Insurance
Short-Term Disability
Long-Term Disability
Group Life Insurance
Health Savings Account (offered for HDHP plan)
Flexible Spending Account (FSA)
Employee Assistance Program (EAP)
401k Retirement plan
12 Paid Holidays (includes Birthday Holiday)
Up to 130 hours of PTO
About NHE, Inc.
As a diverse real estate management company, we appreciate the importance that professionalism, caring service and relationships have on providing quality services to residents and property owners alike. We work to provide superior service by capitalizing on our vast experience, dedicated employees and investments in technology, training and certification.
Based in Greenville, South Carolina, NHE is a leader in homeowner association management services, multi-family and apartment management solutions, and consults with owners and operators to determine best practice operations.
EOE