Focus on Harrison Street’s user environment and be responsible for day-to-day support operational needs ensuring efficient service delivery, high customer satisfaction and continuous improvement of systems and processes.
Provide senior-level guidance to Desktop Support personnel and interface directly with internal customers when required.
Work with other staff members of the Business Technology Group and third-party vendors to implement and test new systems and services and create and update established processes and procedures.

Requirements

Bachelor's Degree in technical discipline such as Computer Science, Information Services, or related field
7+ years of technical support and customer service experience
Experience working with RMM tools (ConnectWise, Intune, etc.), and security tools (Microsoft Defender)
Experience working with IT ticketing systems (Zendesk preferred), demonstrating a strong understanding of managing and maintaining processes, optimizing workflows and generating accurate, data driven reports to support operational efficiency and continuous improvement.
Experience providing support for Windows operating systems, standard desktop applications (e.g., Office 365), workstation imaging, Active Directory, Microsoft Entra, Exchange Online, Intune (MDM), basic networking, video conferencing (Zoom, Microsoft Teams), telephony, collaboration tools (Microsoft Teams, SharePoint), and Microsoft 365
Highly organized with the ability to work under pressure and react quickly to meet deadlines, manage competing priorities, and resolve time-sensitive support issues in a fast-paced environment
Customer service oriented with a problem-solving attitude
Must be able to analyze requests, determine the underlying problem, and recommend proper solution
Must be detail-oriented, result-focused, possess effective written and verbal communication skills, and able to support change management initiatives
Must be able to maintain professional and effective working relations with supervisors, co-workers, and direct reports
Must be able to follow standard Help Desk support operating procedures
Must be able to work flexible hours, including weekends and evenings
Must be able to manage support issues remotely during off hours
Must be able to learn new skills and technologies
Must be able to handle multiple projects simultaneously
Must be able to lift or move supplies, equipment, boxes and materials weighing up to 40lbs

Benefits

generous discretionary bonus
comprehensive range of benefits — including medical, financial, and wellness programs — designed to support our employees both professionally and personally

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportcustomer serviceWindows operating systemsOffice 365Active DirectoryMicrosoft EntraExchange OnlineIntunebasic networkingvideo conferencing

Soft Skills

highly organizedproblem-solvingdetail-orientedresult-focusedeffective communicationability to work under pressuretime managementflexibilityability to learn new skillsability to handle multiple projects

Certifications

Bachelor's Degree in Computer ScienceBachelor's Degree in Information Services