IT Support Technician III

Job DetailsLevel ExperiencedJob Location Des Moines Corporate Office – Des Moines, IAJob Description

At BH Management Services, we are committed to creating value. We acquire, improve and manage apartment communities, and our success in this endeavor is evidenced by our growth from a start-up firm in 1993 to one of the largest multi-family management companies in the nation. BH understands that great customer service is what keeps residents satisfied, and that great service comes from engaged, happy and well-trained team members.

In 2018 and 2017, BH was ranked as one of FORTUNE magazine and Great Place to Work s “Best Workplaces for Women.” BH was also ranked in 2018 and 2020 as one of the “Best Workplaces for Millennials. In addition, in 2019, BH was named to the 100 Best Workplaces for Diversity. We continue to recognize that we are only as strong as each individual employee and we value our employees by providing a strong benefit package:

• (3) Weeks of Paid Time Off
• Birthday Paid Day Off
• 13 paid holidays
• Medical/Dental/ Vision
• 401K + match
• Education reimbursement

Position Summary:

Under limited supervision an IT Support Technician III is responsible for providing timely complex support to all internal and remote end-users on a variety of workstation, hardware, software, network and peripheral devices within set company standards and guidelines. Under direct supervision performs the installation, configuration and maintenance of technology systems. Mentors and provides support to team members. Established escalation point for complex tickets. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner.

Essential Job Functions:

• Provides complex level support by utilizing the help desk ticket management system, including remote support, to install, configure, test, and troubleshoot workstation, hardware, software, tablets, and peripheral devices.
• Tracks service request progress from creation through resolution.
• Escalation point for any tickets.
• Audits workflows, processes and procedures to ensure compliance with company guidelines.
• Monitors trends and makes recommendations to improve efficiencies.
• Completes installation, configuration and maintenance to meet defined requirements.
• Maintains BH Service Level Agreement (SLA) standards.
• Maintains accurate and up-to-date inventory of computer and peripheral related equipment.
• Assesses systems to ensure compliance with company guidelines and policies.
• Creates and updates knowledge-based WIKI articles.
• Provides training assistance to internal and remote employees on use of equipment and general IT related policies and procedures.
• Other duties and special projects as assigned

Minimum Qualifications/Skills:

• Associate s degree in technology related field or 5-6 years experience in field or related area
• Three (3) years help desk support experience
• Advanced level computer and Microsoft desktop technology experience
• Complex troubleshooting, problem-solving and support skills
• Experience in business network troubleshooting, implementation, and VPN configuration
• Advanced knowledge and experience in supporting operating systems, networks, hardware, software protocols and standards, etc.
• Ability to work with clients remotely with or without remote assistance software
• Ability to maintain a 90% or higher Service Level Agreement (SLA)
• The ability and means to travel up to 5% locally, overnight, in specific regions or states via automobile and airplane may be required.
• Ability to work as needed, on-call, to assist with emergencies
• Excellent customer service, timely response and customer focus skills
• A positive, team-oriented attitude
• Ability to work with a diverse group of people in a collaborative environment
• Familiar with standard concepts, practices, and procedures
• Relies on experience and judgment to plan and accomplish goals

Desired Qualifications/Skills:

• Bachelor s degree in technology related field
• Advanced level knowledge troubleshooting connectivity related issues
• Experience in common IT security frameworks

Work Schedule:8am-5pm, Monday-Friday, or as needed to meet business needs; may require working hours outside normal business hours for on-call emergencies.

Physical Requirements/Environment:The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This job generally operates in a professional office environment but may also occasionally operate in an outdoor environment. While performing the duties of this job, employees must be able to remain in a stationary position for long periods of time, occasionally move about the office, constantly operate a computer and other office equipment, communicate regularly and effectively with others, both written and verbally, and may occasionally lift up to 30 pounds.

This position requires close visual acuity to perform an activity such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading.

Equal Opportunity Employer. Drug Free workplace.Employment offers are contingent upon successful completion of a background check and drug screen.