Job Description

Description

The IT Specialist is part of the Maloney Properties’ help desk team that provides support to nearly 100 locations. This position provides software and hardware-related support to end-users and endpoint devices like Windows laptops, Apple iPhones, and Microsoft 365 Office products. This position also supports endpoint security products like anti-virus, mobile device management, and remote support applications. This position is hybrid and requires travel, when necessary, to our Central Office (2-3 days a week) in Wellesley, MA where devices are setup, repaired, and retired. The work hours are 9:00am to 5:00pm, Monday to Friday. 

Your Responsibilities

• Troubleshoot and resolve incoming help requests from end users in a courteous manner. Resolution may require that issues be escalated or delegated to consultants or other members of the IT department.
• Manage the Helpdesk queue and ensure that all tickets are addressed in a timely manner. Follow-up on tickets that have been escalated or delegated to ensure they have been resolved.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Record, track, and document the problem-solving process and actions taken through to final resolution.
• Notify the IT Department and end users of major system issues in a timely manner, including system down and cyber security incidents.
• Routinely evaluate helpdesk trends and make process changes and training recommendations. Develop job aids and how-to documents for end users.
• Assist with installations and updates of the latest software versions.
• Procure devices and equipment and facilitate software purchases as needed.
• Maintain up-to-date inventory for devices and equipment and recommend equipment to retire.
• Create images of computers and deploy these images to laptops and desktops.
• Configure all computers according to defined setups procedures.
• Decommission and securely destroy expired equipment.
• Research parts, equipment, and supplies needed for repairing devices.
• Maintain vendor relationships, process all IT invoices and follow-up on overdue invoices as needed.
• Correct account lockouts and urgent cell phone problems as needed.
• Other duties as required.

Your Qualifications

• Expert level computer skills are required with 4 years of related work experience.
• A degree in computer-related field is preferred but not required.
• Proven analytical and problem-solving abilities.
• Exceptional communication skills, both oral and written. The ability to present ideas and distilled concepts in user-friendly language is essential.
• Exceptional customer service skills, including strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Keen attention to detail.
• Exceptional organizational skills and documentation skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to absorb and retain information quickly.
• Proven success work in a team-oriented, collaborative environment.
• Ability to work independently, including in a work-from-home environment.
• Property management or HUD experience is helpful but not required.
• Experience with Yardi property management software is helpful but not required.
• A valid Driver’s License and access to a vehicle is required.
• Must reside in Massachusetts as traveled is required to the Central Office.

Compensation & Benefits:

MPI offers a family friendly workplace and healthy work-life balance. In addition to a competitive salary and benefits package we also offer the following:

• Training programs and opportunities that lead to employee advancement and promotions.
• A flexible work schedule and the ability in many cases to work remotely.
• A generous Employee Referral Program with a bonus of up to $1,000 per hire.
• Volunteer and fundraising opportunities for annual causes such as the AIDS Walk and Stand Against Racism, just to name a few. 

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Job Tags

Full time, Work experience placement, Work at office, Remote work, Flexible hours, 2 days per week, 3 days per week, Monday to Friday,

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