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Humphrey Management is a Columbia, Maryland based residential property management firm dedicated toCreating Thriving Communitiesthroughout the Mid-Atlantic region.
The Humphrey Management portfolio is comprised of multi-family, senior, conventional and affordable communities. Founded in 1983, the firm manages over 80 communities and employs over 300 property management professionals. We provide rental communities for families, individuals, and seniors who are delighted to call our apartments their home.
Humphrey Management achieved the Baltimore Sun's Top Workplace designation for the past seven years and provides a dynamic and challenging environment for our diverse workforce.
This position provides timely and professional Tier 1 support to users and maintains high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.Provides technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies. TheIT Help Desk Specialist works in the corporate office in Columbia Maryland.
The essential functions of the IT Help Desk Specialist are as follows:
JOB DESCRIPTION:
Utilize internally developed SharePoint database as the company's primary Helpdesk Request management tool and manage and providing recommendations to improve services.
Provide phone and help desk support for local and off-site users. Screen, refer and triage internal/external inquiries. Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction.
Provide end-user software troubleshooting and support. Maintain internal knowledge base of Helpdesk Requests.
Proactively check help desk queue for new emails and create and assign tickets for those emails and ensure that tickets are actively being worked on and updated and that no tickets are unassigned. Escalate tickets as needed.
Provide resolutions with sufficient detail to allow another support technician, not familiar with the problem, necessary information to resolve the same or similar problem without extensively researching the issue again.
Notify customers if their request for support will require additional resources which will result in a delay of the resolution.
Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies.
Apply diagnostic techniques to identify problems; investigate causes, and recommend solutions.
Answer phones and emails in a timely manner.
Maintain printers and multifunction devices.
Create and maintain Windows 10 desktop/laptop images.
Prepare and distribute Android Tablet devices to community maintenance service professionals.
Maintain software and hardware assignments.
Identify training requirements or software fixes to correct any recurring problems identified in the database of user support.
Provide weekly status reports
Some local travel to communities required.
QUALIFICATIONS:
Excellent business analytical and problem-solving/troubleshooting skills
Excellent customer service, communication, and documentation skills
Strong organizational and collaborative skills, strong teamwork, and engagement as a project team member
Ability to integrate information rapidly motivated to self-study new requirements
Must maintain current industry knowledge of relevant concepts, practices, and procedures.
Ability to multitask and prioritize and work under time constraints, adapt to changes in requirements and new projects.
Strong written and verbal English language skillsAdditional experience with mobile devices, iPhones, Android Phones, and Tablets
Knowledge required:
Microsoft Office Suite 2013/2016
Office 365
Microsoft 365 Admin Center
Windows 10
Experience with one or more of the following is a plus:
Experience with remote access to users' computer
Experience working with networked printers
Experience working with Microsoft Intune
Familiar with Microsoft Active Directory
EDUCATION:Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience. 2-4 years of directly related experience supporting help desk operations or customer service.
