Description The IT Specialist is part of the Maloney Properties’ help desk team that provides support to nearly 100 locations. This position provides software and hardware-related support to end-users and endpoint devices like Windows laptops, Apple iPhones, and Microsoft 365 Office products. This position also supports endpoint security products like anti-virus, mobile device management, and remote support applications. This position is hybrid and requires travel, when necessary, to our Central Office (2-3 days a week) in Wellesley, MA where devices are setup, repaired, and retired. The work hours are 9:00am to 5:00pm, Monday to Friday. Your Responsibilities + 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 job aids and how-to documents for end users. + Assist with installations and updates of the latest software versions. + Procure devices and equipment and facilitate software purchases as needed. + Maintain up-to-date inventory for devices and equipment and recommend equipment to retire. + Create images of computers and deploy these images to laptops and desktops. + Configure all computers according to defined setups procedures. + Decommission and securely destroy expired equipment. + Research parts, equipment, and supplies needed for repairing devices. + 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. Your Qualifications + Expert level computer skills are required with 4 years of related work experience. + A degree in computer-related field is preferred but not required. + Proven analytical and problem-solving abilities. + Exceptional communication skills, both oral and written. The ability to present ideas and distilled concepts in user-friendly language is essential. + Exceptional customer service skills, including strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills. + Keen attention to detail. + Exceptional organizational skills and documentation skills. + Ability to effectively prioritize and execute tasks in a high-pressure environment. + Ability to absorb and retain information quickly. + Proven success work in a team-oriented, collaborative environment. + Ability to work independently, including in a work-from-home environment. + Property management or HUD experience is helpful but not required. + Experience with Yardi property management software is helpful but not required. + A valid Driver’s License and access to a vehicle is required. + Must reside in Massachusetts as traveled is required to the Central Office. Compensation & Benefits: MPI offers a family friendly workplace and healthy work-life balance. In addition to a competitive salary and benefits package we also offer the following: + Training programs and opportunities that lead to employee advancement and promotions. + A flexible work schedule and the ability in many cases to work remotely. + A generous Employee Referral Program with a bonus of up to $1,000 per hire. + Volunteer and fundraising opportunities for annual causes such as the AIDS Walk and Stand Against Racism, just to name a few. Apply Now Via: https://recruit.hirebridge.com/v3/application/applink.aspx?cid=6584&jid=643105