Position Summary

We are seeking an experienced and customer-focused IT Support Specialist to provide technical support to employees across the organization. The ideal candidate will have 3–5 years of IT support experience, hands-on experience supporting Yardi, and strong proficiency with the Microsoft 365 suite of applications and services.

This position will serve as a primary point of contact for employees requiring technical assistance and will be responsible for providing timely, professional, and effective support. The successful candidate will possess strong troubleshooting skills while placing an equally high priority on customer service, communication, responsiveness, and user satisfaction.

The position is primarily based at Corporate Office in Gaithersburg, MD but will require occasional travel to local company sites throughout the Metro DC region and surrounding areas to provide on-site technical support, equipment assistance, troubleshooting, and other IT services.

Key Responsibilities

Technical Support

• Provide first- and second-level technical support to employees by phone, email, Microsoft Teams, remote support, and in person.
• Diagnose and resolve hardware, software, network, connectivity, and application-related issues.
• Provide technical support for Yardi and assist users with troubleshooting and system-related questions.
• Provide comprehensive support for the organization's Microsoft 365 environment, including:
  • Microsoft Outlook
  • Microsoft Teams
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • OneDrive
  • SharePoint
  • Microsoft 365 administration and related services
• Set up, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other technology equipment.
• Assist with user account creation, password resets, permissions, access issues, and application provisioning.
• Support employee onboarding and offboarding, including hardware deployment, account setup, and system access.
• Troubleshoot VPN, wireless, network, printing, and other connectivity issues.
• Document support requests, troubleshooting steps, and resolutions in the organization's ticketing/help desk system.
• Escalate complex technical issues to appropriate internal resources or third-party vendors when necessary.

On-Site / Multi-Site Support

• Travel occasionally to local company properties and offices throughout the Metro DC area to provide on-site IT support.
• Respond to on-site technology issues that cannot be effectively resolved remotely.
• Install, replace, configure, and troubleshoot computers, network equipment, printers, phones, and other technology at local sites.
• Assist with office/property technology moves, equipment deployments, upgrades, and installations.
• Coordinate with site/property management personnel to minimize disruption to daily operations.
• Maintain accurate records of equipment and technology assets at supported locations.
• Travel between sites as needed based on business and IT support requirements.

Customer Service

• Provide a consistent professional, friendly, and solutions-oriented customer experience.
• Serve as a trusted technology resource for employees and site personnel.
• Listen carefully to users to understand the underlying issue and determine the appropriate solution.
• Explain technical information and instructions in a clear, understandable manner.
• Demonstrate patience and professionalism when working with users who have limited technical experience or are experiencing technology-related frustration.
• Take ownership of support requests and follow issues through to resolution.
• Communicate proactively with users regarding the status of open issues.
• Build positive working relationships with employees, managers, property teams, and other internal customers.

IT Operations & Projects

• Assist with software deployments, hardware upgrades, system implementations, and other IT projects.
• Assist with maintaining IT documentation, procedures, and technical knowledge bases.
• Help identify recurring technical issues and recommend improvements to systems and processes.
• Assist with maintaining IT security standards and promoting cybersecurity best practices.
• Work with vendors and service providers when necessary to resolve technical issues.
• Perform other IT-related duties and projects as assigned.

Required Qualifications

• 3–5+ years of professional IT support/help desk experience.
• Demonstrated hands-on experience supporting Yardi or comparable property management s