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Service Support Technician

Rochester, NY (http://maps.google.com/maps?q=1000+University+Ave+Suite+500+Rochester+NY+USA+14607)

Job Type

Full-time

Description

About Conifer:

Conifer Realty, LLC is a dynamic, vertically integrated organization that creates and manages high-quality affordable and work-force housing. Conifer is devoted to growth, to innovation and being a best -in -class developer.

Conifer has a 45-year investment and development history with over 15,000 units owned and managed today. Along with its affiliate, Conifer is one of the Top 20 owners in the nation. We currently have an East Coast portfolio and are looking to rapidly expand. At the heart of Conifer is an experienced team of more than 500 highly skilled and passionate professionals. The team’s demonstrated entrepreneurial spirit has secured our leadership role in the affordable housing industry.

Visit Conifer's website to understand our history, mission, and values at link:https://coniferllc.com/

Conifer’s many great offerings include:

+ Competitive Pay

+ 15 Paid Time Off days, PLUS 13 Paid Holidays

+ 401(k) with company match

+ Elective benefits included: Medical + HSA with Company contribution, Dental, & Vision

+ Company paid Life, Short- & Long-Term Insurances

+ Ongoing training and career growth opportunities as Conifer grows & expands their footprint

+ Extraordinarily positive culture & environment

+ Robust employee referral payment program

Overview:

The Service Support Lead’s role is to provide a single point of contact for both end users and internal and external service desk technicians within the organization's desktop computing environment. The Service Support Lead will provide support in all day -to-day service desk activities as well as regular hands-on user support via tickets. This includes administration of and enhancements to the organizations ITSM tool (Freshservice), installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required. This position requires the ability to learn and adapt quickly to new environments as it entails a variety of job activities

Job Description:

+ Management of tickets (incidents and service requests) while demonstrating exemplary customer service and compliance with all IT policies and procedures.

+ Primary point of escalation for service desk technicians, contractors, and interns.

+ Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

+ Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

+ Write technical specifications for purchase of PCs, desktop hardware and related products.

+ Enhancements to the service desk specific Knowledge Base in the ITSM tool (Freshservice). This includes the creation of new articles (SOPs) to document routine service desk processes and the periodic review of existing articles (SOPs), as well as the creation of new user guides to enhance the effectiveness of the self-service ITSM user portal.

+ Training and support of agents, contractors, and interns assigned to service desk.

+ Creation and regular review of analytics that aid in the monitoring of compliance with all service desk metrics and measures (SLAs).

+ Examination of current service desk processes. Responsible to make recommendations on process enhancements.

+ Asset Management in the ITSM tool (Freshservice) to include the service desk specific product catalog, vendors, and locations. Ensure accurate inventorying of all assets under the service desk’s responsibility throughout the asset lifecycle.

+ Support of contracted service desk partner. This includes leading recurring service desk calls and initiatives, conducting regular review of ticket escalations and overall performance to Conifer expectations, providing routine updates to Conifer data used by the contracted service desk partner, and making recommendations on shared process enhancements

Education:

+ Associates/bachelor’s degree in computer science, Information Systems or other related field or equivalent work experience.

Experience:

+ 4-5 years’ experience supporting, managing, and optimizing end user desktop, laptop and tablet environments.

+ Strong Windows practice (deployment, administration and troubleshooting)

+ Printer support and networking

+ Knowledge of IP phone systems

+ Work with external vendors

Requirements:

+ Minimum 4-5 years of demonstrable ‘hands-on’ IT work experience supporting and resolving diverse desktop software and hardware issues.

+ Ability to operate in a professional manner.

+ Light work that may require walking, stooping, crouching, and lifting of 30 lbs. on occasion.

+ May be sitting for extended periods of time.

+ Client interaction will be required daily.

+ Flexibility to run office errands, visit other Conifer sites, when requested.

+ Open to travel by personal automobile or fly on Conifer’s corporate airplane when scheduled. Occasional overnights for site visits, annual conference, other regional meetings.

The salary range for this position is $55,000.00-$65,000.00. The actual compensation may vary depending on a wide range of factors, including experience, skills, qualifications, certifications, location, etc. This range does not include additional forms of compensation such as bonuses.

APPLY TODAY via our website link:http://www.careersatconifer.comcomplete our application process and attach your resume. You will hear directly from the hiring manager on next steps in the process. Thank you for your interest in joining the Conifer Team!

Conifer Realty LLC is an Equal Opportunity Employer and does not discriminate on the basis of any legally protected status or characteristic. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.