IT Support Specialist I

Responsible for performing various technical tasks to support the operations of the IS Department, and the daily operation of the AVB Tech Help Line/Desk.

Essential Job Functions:

• Contribute to the IS Department’s efforts to provide and continuously improve service offerings that align with the company’s strategic goals and initiatives while providing excellent customer service and promoting AvalonBay’s core values.

• Analyze and resolve application and/or technical support issues upon first contact with customers (other AVB associates) by responding to incoming support requests by way of telephone and electronic communication (e.g. e-mail messages, instant messaging, ticketing system, etc.) 

• If an issue cannot be resolved leveraging resources available to or within the AVB Tech Help Team, utilize information gathering and written communication skills to document the issue thoroughly for escalation to a Tier II support resource.

• Leverage IS remote management tools to resolve issues.

• Provide or dispatch desk-side support; only after exhausting all other troubleshooting options. 

• Occasional travel to remote locations may be required.

• Author knowledge-sharing articles and learning materials for internal use as well as polished and professional content suitable for direct distribution to customers.

• Obtain/maintain the customer-focused, professional and technical skill sets needed to support the businesses current support needs (e.g. application, hardware, network infrastructure, etc.) as well as the implementation of any new initiatives/solutions that the company pursues.

• Complete data entry as required.

• Participate in IT Emergency Pager Rotation (once properly trained) to respond to after hour support pages/calls related to server and network availability. Implement or direct the implementation of all applicable AVB policies and procedures as well as follow all AVB Tech Help Team standard operating procedures.

Non-Essential Functions:

Complete or assist in the completion of other miscellaneous duties and tasks deemed necessary and assigned by the Supervisor.

Minimum Qualifications:

Education:

• High School Diploma or GED required.

• Bachelor’s degree in Information Services is highly preferred.

• In lieu of a degree, equivalent IS centric training and\or certifications will be considered. 

• Transcripts and\or proof of certifications may be requested.

Experience:

• 6 -12 months of experience in an administrative/customer service/technical support role.

• Intermediate level technical and networking skills are required; advanced skills are desired.

Skills:

• Ability to read and write English as demonstrated by clear and concise written and verbal communications. 

• Demonstrated ability to create and deliver group presentations on job related subject matter and to write reports and/or other types of documentation in a clear, concise form.

• Ability to perform basic arithmetic skills such as measurement, addition, subtraction, multiplication and division in order to do basic calculations and analysis such as estimating, determining averages and percentages, and totals as outlined under the Business Math Policy (8-01) in the AvalonBay Procedures Manual.

• Ability to utilize Microsoft Office applications such as word processing and spreadsheets (intermediate skill level required).

• Ability to provide support to customers across all Windows based platforms. Ability to troubleshoot and repair various types of hardware and networking issues.

• Ability to operate general office equipment such as, but not limited to, personal computer, telephone, photocopying machine (multi-function devices), facsimile machine, postage machine, plotter and projector/audio visual equipment. Ability to perform physical work which may require crawling, kneeling or lifting up to 25lbs.

• Demonstrated ability to multi-task in a busy, fast-paced work environment as demonstrated by previous work experience.

Licenses/Certifications:

• CompTIA A+ Certification (Preferred)

• CompTIA Network+ Certification (Preferred)

• ITIL Foundation Certification (Preferred)

• HDI Support Center Analyst Certification (Preferred)

Training:

Satisfactory completion of AvalonBay’s new hire orientation, “Your Future with AvalonBay” within 30 days of employment (or attendance of the first training session offered after employment). Successful completion of all required training materials specific to the AVB Tech Help Team on-boarding activities including but not limited to assigned AVBU Courses and scheduled one-on-one training sessions within 90 days of employment.