The role of the IT Specialist is to work on the Maloney Properties Helpdesk and to provide a broad range of technical support to the end users of Maloney Properties. This support includes but is not limited to resolution of software and hardware issues related to end-users and endpoints like Windows laptops and iPhones. A thirst for knowledge is helpful. Users typically need support with M365 Office products, Adobe products, Azure Virtual Desktop, and BitLocker. This position will also support endpoint security products like anti-virus, mobile device management, and remote support applications. Additionally, the IT Specialist is responsible for the procurement, configuration and destruction of computer and network equipment. The work hours are 9:00am to 5:00pm, Monday to Friday (these hours are flexible, depending on team coverage for the Help Desk). + 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 help sheets and frequently asked questions lists for end users. + Assist with installations and updates of the latest software versions. + Procure all computer and network equipment and facilitate software purchases as needed. Maintain defined inventory levels for standard equipment. + Maintain baseline systems, build images, and configure all new computers according to defined setups procedures. + On at least an annual basis, create a list of recommended equipment to be retired and facilitate the secure destruction of expired equipment. + 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. + College degree in computer science and/or 4 years of equivalent work experience. + Expert level computer skills required. + Property management or HUD experience is helpful but not required. + Experience with Yardi property management software is helpful but not required. + Intermediate experience with POs, invoices, and payments is preferred. + Exceptional writing, and oral communication skills. + Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. + Exceptional organizational skills and documentation skills. + Ability to absorb and retain information quickly. + Ability to present ideas in a user-friendly language. + Keen attention to detail. + Proven analytical and problem-solving abilities. + Ability to effectively prioritize and execute tasks in a high-pressure environment. + Exceptional customer service orientation. + Experience working in a team-oriented, collaborative environment. + Ability to work independently, including in a work-from-home environment. + A valid Driver’s License and access to a vehicle is required. + Must reside in a state that we operate in MA, RI, NH. VT)