Technical Support Specialist

UDR, Inc. is now hiring a Technical Support Specialist to join our team at our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES: The Technical Support Specialist is responsible for providing Tier 1 support to our internal and external international users for all IT issues. Position provides assistance concerning the use of computer hardware, software, printers, mobile devices, email, and operating systems as requested. This position will also require on call shift work during weekends and weeknights during the scheduled on call week.

SUPERVISION RECEIVED: Reports to the Manager - IT Support Services

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS:

1. Provide 1st tier technical support for multiple products to internal associates and external vendors via ServiceNow tickets. Resolve problems or escalate as necessary in a timely manner.

2. Serve as an integrated team member for a technology help desk.

3. Work incoming tickets and answer calls to the ServiceDesk.

4. Troubleshoot basic issues with Windows and Apple computers, printers, network connections, mobile devices, Smartphones, tablets, etc.

5. Analyze, troubleshoot, and diagnose basic issues with Windows 10, Apple MAC-OSX, Office365 and other software applications.

6. Escalate to Tier 2 or other UDR departments if the issue cannot be resolved.

7. Knowledge of Exchange and Active Directory structure.

8. Knowledge of Remote Access and Remote Desktop software (Bomgar and GoToAssist).

9. Perform work order tracking and resolution using ticketing system (ServiceNow).

10. Create and maintain ServiceDesk documentation regarding processes and procedures.

11. Perform End-User Training.

12. Work a rotating on call support and staggered daytime shifts (follow the sun schedule), flexible time.

13. Ship replacement equipment and supplies to locations. Receive inventory from locations.

14. Provide quality customer service when interacting with all associates.

15. Develop and improve strong customer service, communication, and technical skills.

16. Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS:

• Knowledge of organizational policies and procedures. Ability to apply policies and procedures to solve everyday issues.
• Demonstrated customer service skills are of utmost importance for this job. Requires a professional, polite phone voice and the ability to keep organized records. Ability to be organized and work in a team environment. Ability to diagnose, document and escalate issues in a timely manner.
• Demonstrated knowledge of computer systems, and mobile devices. Ability to exercise initiative, problem-solving and decision-making skills. Ability to work in a fast-paced environment and handle multiple tasks to meet critical deadlines. Ability to maintain a working knowledge of all software to effectively support end users.
• Excellent verbal and written communication skills. Ability to work in conjunction with company managers and associates. Ability to effectively present information and respond to questions. Ability to proactively recognize and implement superior customer service.
• Basic knowledge of network connections, systems, and technical installation. Knowledge of computer systems and applications. Knowledge of PC and Mac hardware, Microsoft operating system Windows 10. Ability to understand the day to day maintenance of computer equipment and office electronics. Ability to process computer data and to format and generate reports. Strong experience in Excel and Word.

TYPICAL PHYSICAL DEMANDS: Requires mobility sufficient to travel. Some bending, stooping, and stretching. Occasionally lifting items weighing up to 30 lbs. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Extensive data input and required ability to sit for long periods of time. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Normal office environment. Will require the ability to move freely up and down stairs and possibly around and under workstations. Occasional evening or weekend work. May be on-call.

EDUCATION AND EXPERIENCE:

1. High School Diploma or its equivalent required at a minimum.

2. Minimum of two to three years' experience in a technical Service Desk or systems support role.

3. CompTIA A+ Certification a plus.

4. Must have and maintain a valid driver's license unless otherwise noted.

Benefits Offered:

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

Hourly Range:
* $24.01/hr. - $29.89/hr., depends on experience

Bonus Potential:
* Eligible for 10% annual bonus potential, based on personal and company performance

Anticipated Close Date: April 29, 2024

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.