Remote Technical Support Specialist | Corporate Office

Job Summary

Camden’s Remote Technical Support Specialist is responsible for technical support and administrative activities associated with multiple Camden locations, including but not limited to Community Leasing and Regional Offices. It requires broad technical knowledge and a customer focused attitude, as well as exceptional communication skills, both written and verbal. The position is highly independent and requires exercising one’s own analysis and judgement in resolving issues and a high level of collaboration with people at all levels of the organization.

Essential Functions

• Consult with end users to determine hardware, software, and system needs across a range of services, including but not limited to computers, mobile devices, displays, printers/copiers, wireless services, and security
• Monitor network systems using applications available during all work hours
• Assist in local and wide area network support including work with switches, hubs, and routers (wired and wireless) as well as potentially the overall management of these devices
• Assist with internal/external network troubleshooting including carrier or provider connections
• Responsible for receiving and logging all requests for support and problem reports, and referring service requests to the appropriate person/business unit for resolution
• Enter requests into ITSM application and files supporting documentation and monitor daily progress of resolution of items from initial receipt until ultimate resolution, ensuring that the end user is kept informed of status on critical problems, order status, etc.
• Learn and understand client processes and system needs and recommend improvement in workflow
• Implement technology applicable to the desktop environment inclusive of the architecture and design pre-implementation, product installation and operation, as well as on-going support
• Participate in analysis, design and development of various efforts to improve or upgrade the existing remote environment (network upgrades, desktop upgrades, etc.)
• Facilitate printer support adds, moves, changes, and issues at community commercial leasing offices and regional offices. Coordinate with end users to determine onsite needs and scope equipment to accommodate based on developed standards and technology lifecycles
• Evaluation of emerging technologies for technical advancement throughout IT
• Assist in resolution of server issues at regional offices (reboots, basic trouble shooting, etc.).
• Assist in resolution of basic business application issues and questions
• Assist with security as necessary for new user setup, transfers, and terminations
• Leverage Camden software and tools to facilitate the support of end users or devices
• Assist in password management, user or device resets, etc.
• Maintain records /inventory of site information, devices, hardware/software, etc.
• Coordinate with vendors on contract negotiations, invoicing, etc.
• Follow company and departmental policies and procedures
• Deliver a high level of customer service in a high volume environment
• Constantly communicate with clients on items assigned and meet their expectations
• Continuously work to improve key competencies and product knowledge
• Report weekly to the supervisor as to status of open items and projects
• Coordinate and work effectively in team driven environment with staff members across the organization
• Participate in analysis, design and development of various efforts to improve or upgrade the existing remote environment (network upgrades, desktop upgrades, etc.)

Requirements

• High School Diploma required; Bachelor’s degree or equivalent experience and training preferred. or equivalent experience and technical training: Cisco CCNA or CompTIA Network+Technical training in desktop hardware and enterprise software support, and client support connecting to the network.
• 3-5 years of related experience in Technology
• Experience with Microsoft and ITSM software; certifications preferred
• Proven multi-tasking, communication, and organizational skills
• Must have a self-starter approach with the ability to work with minimal direct supervision
• Proficiency in Microsoft Office Suite including Word, Excel & Outlook
• Excellent written and verbal communication skills

And here’s the fine print HR wants you to know:

• Job is intermittently sedentary but requires mobility (i.e., climb stairs)
• Will use some repetitive motion of hand-wrist in using computer and writing
• Works in a typical office setting
• Emotional stability and personal maturity are important attributes in this position
• Must handle stressful, urgent, novel and diverse work situations on a daily basis
• May require long hours and odd schedules (including weekends)
• Position requires periodic travel by automobile to handle work-related activities
• May require airline travel, out-of-town and /or overnight trips
• Attendance and punctuality is essential for success in this position
• Hazards can be minimized with proper lifting techniques, SDS, general safety training, and wearing appropriate PPE
• Contact your HR team for the position’s Physical Demands Analysis

This job description is not an all-inclusive list of duties and responsibilities. Camden may add or change responsibilities in order to meet business and organizational needs. Employees must meet qualification standards that are job-related and consistent with business necessity and must be able to perform the essential functions of the position, with or without reasonable accommodations.

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