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)