Job Abstract

Essential Job Functions and Responsibilities:

• Technical Support: Provide support for macOS and Windows operating systems, including troubleshooting, and resolving issues related to hardware, software, network connectivity, and other IT systems. Utilize ITIL best practices to diagnose problems, identify root causes, and implement solutions to minimize downtime and disruptions.
• Incident and Service Request Management: Log and manage all incidents and service requests using ServiceNow. Prioritize and escalate issues as needed, ensuring adherence to SLAs and response time targets.
• Remote and On-Site Support: Provide remote and onsite desk-side support as needed, ensuring minimal disruption to operations. Configure and troubleshoot Meraki networks to ensure connectivity and security. Troubleshoot VoIP phone systems to resolve functionality and connectivity issues.
• Installation and Configuration: Assist with software installations, upgrades, and hardware configurations for new employees or system changes. Collaborate with IT team members and end-users to address technology-related needs and concerns.
• Escalation Support: Provide support and streamlined resolution for all Tier 2 relevant tickets. Manage and escalate incidents, problems, changes, and service requests.
• Process Improvement: Identify recurring issues and trends to suggest process improvements, system enhancements, or user training opportunities. Continuously review and optimize existing processes in collaboration with other IT functions.
• Knowledge Management: Maintain accurate and detailed records of support tickets, solutions, and procedures in the IT knowledge base. Create and update documentation to enable efficient issue resolution and improve team knowledge. Improve knowledge base articles in collaboration with team members.
• Project Support: Provide support for various IT projects, ensuring smooth implementation and successful outcomes.
• Compliance and Documentation: Ensure thorough and clear documentation, adhere to compliance standards, and maintain effective communication within the team. Align processes with ITIL standards, including change, incident, and problem management, and collaborate with other functional teams for consistency.
• Policy Adherence: Follow existing processes, policies, and procedures. Review current practices and suggest optimizations where necessary.

Additional Functions and Responsibilities:

• Additional duties as assigned.

Knowledge, Skills & Abilities:

• Strong technical knowledge of macOS, Windows 10/11, Microsoft Office suite, and common business applications.
• Understanding and alignment with Bell Core Values.
• Proficiency in using IT service management tools, especially ServiceNow.
• Understanding of ITIL principles and practices.
• Excellent problem-solving and analytical skills in hardware and software, with the ability to troubleshoot complex issues effectively.
• Exceptional customer service, documentation, and communication skills – ability to communicate and work across all levels of the organization, both written and oral.
• Skilled in active listening and offering constructive advice, adept at collaborating with others.
• Ability to self-manage and think outside the box. Flexible and able to work well under pressure, manage multiple tasks, and meet tight deadlines.
• A team player with a positive “can do” attitude, willing to collaborate and share knowledge.
• Ability to coordinate with teams and achieve results.
• Capable of coordinating with teams to accomplish objectives and deliver results effectively.
• Ability to work with externals partners, including vendors and consultants.
• IT certifications such as ITIL, CompTIA A+, Microsoft Certified Professional (MCP), or cybersecurity are preferred but not required.

Education and Background:

• Associate’s degree or higher in a technology-related field or equivalent work experience.
• Minimum 3 years of IT experience required
• Minimum 3 years of experience in the multifamily industry preferred.

Bell Partners, Inc. (“BPI” or the “Company”) is an equal employment opportunity employer. BPI’s policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age, disability, pregnancy, military/veteran status, marital status, genetic information, gender identity, sexual orientation or any other basis protected by applicable federal, state, or local laws. BPI also prohibits harassment of applicants or employees based on any of these protected categories. It is BPI’s policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

Note to Applicants: Smoking is prohibited in all indoor areas of Bell Partners Inc. unless designated smoking areas have been established by a particular location in accordance with applicable state and local law.