Help Desk Support Technician - Liberty Military Housing

Liberty Military Housing – Own your passion for service!

At Liberty Military Housing we’re here to serve those who serve our country by providing military families with comfortable, well-maintained homes in inviting communities across the United States. We take great pride in our highly trained team of professionals. With a blend of property management and military backgrounds, our employee-owners bring a proactive, solution-oriented mindset, along with unparalleled levels of empathy and understanding for our residents and one another. 

Liberty Military Housing is dedicated to helping our employees develop personally and professionally and provides an unprecedented 150+ hours of professional development annually to each employee-owner. Camaraderie and collaboration form the foundation of our culture. We put people first, honoring one another’s diverse experiences, ideas, and contributions to our shared success. We strive to bring out the best in each other so we can do outstanding work and positively impact the lives of military families.

We’re always looking for dedicated team members in a variety of roles to help create meaningful results that help us meet our company goals. We offer an excellent benefits package, training, development, and opportunities for advancement, so if you’re ready to grow your career, take a look at our current job openings and become an employee-owner at Liberty Military Housing.

A Day in the Life of a Help Desk Support Technician:

As a Liberty Military Housing Help Desk Support Technician, you will handle most of the technical support requests directly from local and remote offices and provide technical support that includes but is not limited to local desktops, phones, tablets, printers, copiers, scanners and other peripherals. You will work with our Infrastructure & Applications Teams to support end-users. 

Your Responsibilities include, but not limited to:

• Tier-1 operational support of Windows-based infrastructure: Windows 10, Windows Server 2016+.
• Answer inbound Help Desk Hotline, answer questions, create tickets & troubleshoot, issues, route calls/emails/tickets accordingly.
• Monitoring and maintaining CRM ticket queue.
• Troubleshoots and resolves or escalates service requests.
• Troubleshoot end user PC, printer, scanner, fax, telephone, shared drives, peripheral.
• Walk customers through problem solving processes via phone and remote desktop connection.
• Provides timely responses in a professional, customer service-oriented fashion that resolves core issues as efficiently as possible while maintaining an overall positive and helpful attitude when working with end-users.
• Maintain a thorough understanding of our national layout of branch office setup and LAN topologies.
• Configure, install, and support client operating systems, printers, fax machines, telephone system applications and drivers.
• Telephony administration & troubleshooting.
• Assists with system upgrades, implementations, and maintenance when required.
• Mentor, train and develop support staff.
• Administration of various business system software.
• Working with National Training Department to implement and improve training processes.
• Understanding of SQL script and working to improve the reporting possibilities utilizing custom database tables.
• Continuously stays up to date with systems changes and updates to ensure the knowledge of business systems is understood globally.
• Support and train our users on platform operation and hardware specs.

What You Need for Success:

• Bachelor Degree or Work Experience equivalent in Computers, Software, IT, Enterprise Property Management.
• Experience with a CRM ticketing systems.
• Network+ or completion of a Network+ prep course from a local college.
• Excellent customer services skills.
• Excellent written and verbal communication skills.
• Excellent interpersonal and communication skills.
• Minimum (2) years of work experience in the technology field.
• Knowledge of Windows Applications (Active Directory, DNS, DHCP).
• Knowledge of cloud-based applications: email, cloud storage, single sign-on, IT service management products.
• Knowledge of Networks (LAN, WIFI) with the ability to delineate between network, hardware, and application issues.
• Knowledge of Yardi Systems software with the ability to troubleshoot tier 1 application issues.
• Highly organized and detail-oriented.
• Ability to communicate between technical and non-technical people is necessary.
• Must be able to multi-task, balance and prioritize multiple issues at multiple locations.
• Self-motivated and must be able to work independently with little supervision.
• Must be able to deal with a fast-paced, constantly changing work environment, including handling multiple tasks on a daily basis.
• Self-motivated.  Must be able to work independently with little supervision.
• Must have a valid Driver’s License or ability to commute to office, sites, conferences (conferences/mileage/travel/meals/accommodations reimbursed).

What we Provide You:

Liberty Military Housing takes into consideration everything from career development to family matters, and health & wellness. We are committed to offering our team members a wide range of benefits, including the following:

• Medical/Dental/Vision Insurance*
• Life and AD&D Insurance
• 401k Retirement Plan w/company match
• Employee Stock Ownership plan
• Incentive Bonus Program
• 10 Paid Holidays per year
• 40 hours Paid Sick Leave per year**
• 80 hours Paid Vacation per year**

* Medical/Dental/Vision insurance eligible after 30 days of full-time employment.

**Vacation and sick time are based on the employee's hire date.

Pay Range $30.00 - $38.00 hourly plus bonus