Help Desk Support Technician

Job Title: Help Desk Support Technician

Work mode: Onsite in Charleston, SC

Primary Responsibilities: The Help Desk Support Technician is primarily responsible for providing front-line support and ensuring tickets are triaged, assigned, and updated for all ticket agents. Provide basic level support for in-office and remote employees. Work closely with IT team to keep IT documentation updated across IT Systems and processes.

Skills & Competencies:

• Entry level, basic knowledge of computer hardware, mobile devices, software, customer service.
• Windows 10/11 experience.
• Excellent writing skills to support writing IT documentation.
• High Interest in expanding one’s knowledge in the technology industry.
• Motivated, self-learner
• Recognizing problems and recommending solutions.
• Must be able to interact with all types of individuals, be mentally alert, detail-oriented, and with good reasoning skills.
• Willingness to assist others and follow directions.
• Excellent customer service skills required.
• Ability to articulate technical concepts to co-workers.
• Ability to utilize critical thinking and general logic for decision making.
• Demonstrated strong written and verbal communication skills.
• Experience working in a work schedule environment, including in-office.

Essential Job Functions:

• Assigning and prioritizing IT tickets with appropriate urgency based on impact and severity.
• Responding to and accurately documenting user incidents and service requests in the ticketing system, while tracking progress and follow-up actions taken.
• Provide technical assistance and resolve user account issues by performing basic troubleshooting methods in third-party applications and Microsoft 365.
• Meeting room testing and support for video conferencing systems.
• Maintenance of hardware inventory and hardware lifecycles.
• Ordering and tracking of IT assets
• Providing basic technical support for PC hardware, software, network printers, and network
• issues, utilizing basic troubleshooting procedures.
• Assisting with the maintenance of IT inventory, software, warranties, and hardware licensing.
• Assisting with general ad hoc IT requests such as moving desks, connection issues, meeting room needs, printer support, general helpdesk tickets.
• Assisting IT staff with onboarding and offboarding tasks, ensuring timely completion and adherence to IT policies and procedures.
• Reviewing on and offboarded accounts to verify completion of all necessary tasks and compliance with security policies.
• Evaluating IT Support tickets for change management and business case requirements.
• Coordination of organization-wide change management procedures and documentation.
• Completing assigned tasks in a timely and efficient manner, while maintaining high standards of quality and attention to detail.
• Maintaining a positive and professional demeanor, with excellent communication skills and a strong sense of urgency in meeting customer needs.
• Perform other duties as assigned.

Key Metrics & Responsibilities

• Trouble ticket closures per month.
• Ticket response and assignment times.
• Daily meeting rooms (Video Conference System) maintenance checks.
• Change Management Coordination.

Why work for Maymont Homes?

Our Mission – “We Positively Impact the Lives in the Communities We Serve”. We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!

Outstanding benefits package – our benefits are provided by Brookfield and offer an immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full-time employees.

Huge parent company – support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.

Career growth – with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.

Equal Opportunity Employer

ADA Compliant

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Experience:

• IT support: 3 years (Preferred)

Ability to Commute:

• Charleston, SC 29403 (Required)

Work Location: In person