Job Title: Information Technology Support Specialist

Department: Corporate

Reports To: Controller

Classification: Exempt

Position Summary

The Information Technology Support Specialist will offer technical support to corporate and onsite teams, including both OS and hardware systems. This is an in-office (NON-remote) role with up to 50% travel to Company portfolio based on project needs.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, mobile devices, and basic network connectivity problems
• Utilize remote access systems when necessary to troubleshoot with on-site users
• Provide technical support to our onsite teams for various aspects, including telephone systems (both VoIP and analog), internet access, alarm systems, access management systems, etc. via phone calls, emails, online chats, and in-person site visits as needed
• Explain technical solutions in easy-to understand language
• Document and track support requests, resolutions, and system configurations
• Install, configure, and maintain operating systems, applications, and software updates
• Monitor virus protection and security threats across the portfolio to proactively identify and respond to potential cybersecurity risks and incidents
• Improve system performance by identifying risks and implementing necessary changes
• Act as a liaison between our operations teams and service providers as needed
• Develop and maintain documentation in order to improve client support references for common applications and tools
• Complete ongoing auditing of IT systems across portfolio to protect the Company and its assets to ensure compliance with company standards, security protocols, and best practices
• Complete audits and assessments of IT systems, equipment, and hardware during due diligence process and at takeover of new asset acquisitions to ensure compliance with company standards, security protocols, and best practices
• Ensure access management (including keyless entry, fobs, alarms, etc.) and video monitoring systems are fully functioning at takeover of new asset acquisitions and for ongoing portfolio needs
• Implement and maintain inventory of all IT hardware, equipment, systems, contracts, and vendors across the Company and assist in determining upgrade viability versus replacement needs
• Visit properties throughout the Company portfolio to complete projects as needed
• Perform other reasonable duties as assigned by the Controller

Competencies

To perform the job successfully, an individual should demonstrate the following:

• Use of Technology – Seeks new technologies to improve current operations. Maintain up-to-date knowledge of relevant technologies, industry trends, and best practices to enhance troubleshooting skills and provide proactive support.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. Able to communicate in a professional and clear manner.
• Customer Service - Displays courtesy and sensitivity. Meets commitments. Responds promptly to internal and external customer needs. Solicits customer feedback to improve service.
• Dependability - Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
• Planning & Organization - Integrates changes smoothly. Prioritizes and plans work activities with minimal supervision. Uses time efficiently. Able to organize and track multiple data points across the portfolio.
• Quality - Fosters quality focus in others. Improves processes. Measures key outcomes. Sets clear quality requirements. Solicits and applies customer feedback.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education/Experience: High school diploma or general education degree (GED) required; three to five years related experience and/or training; or equivalent combination of education and experience. Associate degree or higher in computer science, information science, or relevant field of study highly preferred.
• Language Ability: Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.
• Reasoning Ability: Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Computer Skills: Windows OS, Microsoft Office Suite, RingCentral, Security Camera Systems, and PC hardware components.

Travel

Technical support will be provided to on-site teams remotely from the Corporate office when possible. Travel to properties within the Company portfolio will be required to resolve escalated technical issues that cannot be addressed remotely or based on project needs (0-50%). Must have valid Driver’s License.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to low.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Distance vision and Ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to stoop or kneel.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

SYNC Residential is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.