Managed Services IT Support Analyst

Job Details

Description

Founded in 1990 AAM is celebrating over 30 years of being the industry leader of Professional HOA Management services in the United States. We specialize in the forward planning and strategic management of master-planned, single-family, condominium, active adult, urban high‐rise, and mid‐rise communities. With over 900 employees among 12 offices in 11 states, AAM is a professional and reliable leader within our industry. For more information, visit www.associatedasset.com.

Principally responsible for installing, training and supporting computers, servers, LANs, phones, security cameras and networking technologies for our IT Managed Services location at Anthem Country Club Council (ACCCA). Configures the equipment and industry specific software to meet the needs of ACCCA, trains the customer on the solution, and documents the solution for ongoing support.

Position Responsibilities

• Partners with the Supervisor of IT Managed Services and other team members to successfully complete hardware, software and networking projects.
• Ensure the efficiency of community’s computer systems/applications by consistently striving to improve developmental processes.
• Responsible for providing phone and in-person technical support for desktop systems software, hardware, servers, phones, security cameras and network infrastructure.
• Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system.
• Tracking issues to resolution and updating the internal knowledgebase.
• Escalate more involved problems to the appropriate support teams.
• Maintains passwords, data integrity and file system security for the desktop environments.
• Communicates technical information to both technical and non-technical personnel.
• Recommends hardware and software solutions, including new acquisitions and upgrades.
• Serves as the initial point of contact for troubleshooting all on-site IT related problems, including hardware/software, phones, networking, passwords, wifi, citrix, mail and printer problems.
• Act as a liaison between customers and technical escalation teams.
• Clean, modify and repair computer hardware including monitors, keyboard and printers.
• Some travel required to local community sites for troubleshooting and installing IT related hardware and software.
• Advise clients on recommended upgrades and assist in providing quotes.
• Other related duties as directed.
  
  

Essentials Skills & Experience

• Proficiency in computers systems and company software.
• Comprehensive ability to identify problems and facilitate solutions.
• Proclivity for doing repetitive tasks with accuracy and attention to detail.
• Time management skills to coordinate and manage multiple priorities.
• Detail-oriented and excellent organizational skills..
• Commitment to quality customer service, company values and goals.
• CompTia A+ and Network+ certifications or equivalent experience preferred.
• Experience in installing and troubleshooting Windows 10/11, MS Office 365, Exchange 365, etc.
• Experience in Installing, configuring and troubleshooting small business routers, wireless access points, VoIP phones and printers
• Experience installing, configuring and troubleshooting Windows 2019 (and newer) Server AD, DHCP, DNS, hardware and file sharing in small single server networks.
• Experience with router configuration, such as port configuration, static IP assignment, DHCP, VLAN, wifi setup and security.
  
  

Physical Demands & Work Environment

• Lifting and carrying various computer components and printers.
• Use of 6’ ladder to install and maintain equipment.
• Sitting, standing and bending to accommodate the installation of various computer systems.
• Sitting at computer workstation in an office setting.
• Periodic travel to and from on-site communities for computer installations and set-up.
• Must have own reliable transportation. Mileage reimbursement is provided.