Technical Support Specialist

UDR, Inc. is now hiring a Technical Support Specialist to join our team at our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES

The Technical Support Specialist is responsible for providing Tier 1 support to our internal and external international users for all IT issues. Position provides assistance concerning the use of computer hardware, software, printers, mobile devices, email, and operating systems as requested. This position will also require on call shift work during weekends and weeknights during the scheduled on call week.

SUPERVISION RECEIVED

Reports to the Manager – IT Support Services

SUPERVISION EXERCISED

N/A

ESSENTIAL FUNCTIONS

1. Provide 1st tier technical support for multiple products to internal associates and external vendors via ServiceNow tickets. Resolve problems or escalate as necessary in a timely manner.

2. Serve as an integrated team member for a technology help desk.

3. Work incoming tickets and answer calls to the ServiceDesk.

4. Troubleshoot basic issues with Windows and Apple computers, printers, network connections, mobile devices, Smartphones, tablets, etc.

5. Analyze, troubleshoot, and diagnose basic issues with Windows 10, Apple MAC-OSX, Office365 and other software applications.

6. Escalate to Tier 2 or other UDR departments if the issue cannot be resolved.

7. Knowledge of Exchange and Active Directory structure.

8. Knowledge of Remote Access and Remote Desktop software (Bomgar and GoToAssist).

9. Perform work order tracking and resolution using ticketing system (ServiceNow).

10. Create and maintain ServiceDesk documentation regarding processes and procedures.

11. Perform End-User Training.

12. Work a rotating on call support and staggered daytime shifts (follow the sun schedule), flexible time.

13. Ship replacement equipment and supplies to locations. Receive inventory from locations.

14. Provide quality customer service when inte...