AMLI Residential has an excellent job opening for a Help Desk Technician (MIS Analyst). The person in this role will analyze, troubleshoot, and resolve or escalate hardware and software issues for all AMLI personnel. The Help Desk Technician will be the initial point of contact for all company applications, PC, and technical issues. This position works out of our office in downtown Chicago, close to all public transportation. Key Responsibilities include analyzing, prioritizing, troubleshooting, and resolving technical support issues; escalating issues to the appropriate department; utilizing incident tracking software (Freshservice) to document IT support tasks and communication; escalating high priority issues resulting in regional or company-wide impact; imaging, deploying, and repairing end-user's computer hardware; troubleshooting and resolving Windows and Microsoft Office application issues; scheduling vendors and technicians to provide hands-on assistance when necessary; following up with vendors and AMLI tier-2 support to assure issue resolution; utilizing working knowledge of all AMLI's systems and software to advise and assist end-users; assisting with the testing and evaluating of new software and systems; creating documentation including end-user guides and knowledgebase documents; and participating in an on-call rotation every fourth weekend. Requirements include a High School Diploma or GED (BA/BS in IT desired but not required), 1+ years of experience in computer support, experience in multi-family real estate is a plus, travel for annual department meetings and periodic in-city travel for remote site upgrades and installations. Technical skills required include strong knowledge of Microsoft Windows and Office 365, fundamental understanding of computer systems, networking, and technical systems, understanding of networking concepts such as IP addresses, DNS, VPN, experience with ticketing systems and remote support tools, and familiarity with Entrata property management software is a plus. Soft skills include excellent verbal and written communication, problem-solving under pressure, strong organizational and prioritization skills, ability to recognize when issues need escalation, and commitment to confidentiality.
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