Specialist, Desktop Support

Job description

The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed. Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors. Today Amherst has over 1000 employees and $14.1 billion in assets under management. Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S. The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team. In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending. Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served. Key Responsibilities Serve as the primary point of contact for on-site employees requiring hardware or software support. Provide remote support to employees across Amherst by monitoring Jira Service Management queues and utilizing remote support tools. Diagnose, troubleshoot, and resolve issues related to Microsoft Windows, macOS, and iOS/iPadOS devices. Configure, deploy, and maintain endpoint devices using Microsoft Intune, BigFix, or equivalent endpoint management solutions. Manage software installations, updates, patch deployments, and endpoint compliance activities. Provide first-level support for office printers, multifunction devices, and coordinate vendor repairs when necessary. Prepare and configure equipment for new hires, conduct technology onboarding, and process equipment returns for departing employees. Troubleshoot Microsoft Teams Rooms and audiovisual equipment used in conference spaces. Maintain accurate IT asset inventory records and perform periodic inventory audits. Coordinate warranty claims, repairs, and equipment replacements with hardware vendors. Create and maintain knowledge base documentation and contribute to continuous process improvement initiatives. Escalate infrastructure, network, systems, or security-related issues to the appropriate IT teams when required. Job Requirements Minimum Requirements Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered. 2–4 years of desktop support experience in an enterprise environment supporting 500+ users. Experience supporting Microsoft Windows and macOS in a managed corporate environment. Working knowledge of iOS and iPadOS devices. Experience administering Microsoft Intune, BigFix, or similar endpoint management platforms. Proficiency with Microsoft 365 applications. Experience working with Jira Service Management or a comparable IT Service Management (ITSM) platform. Experience using remote support tools such as ConnectWise Control or equivalent. CompTIA A+ certification or another comparable entry-level IT certification. Strong written and verbal English communication skills. Preferred Qualifications Bachelor's degree in Information Technology or a related discipline. Experience supporting Microsoft Teams Rooms and audiovisual technologies. Experience managing hardware lifecycle, asset inventory, and warranty processes. Experience contributing to IT documentation, knowledge management, and process improvement initiatives. Additional Microsoft, Apple, or endpoint management certifications. Functional and Behavioral Skills Functional Skills Desktop hardware and software troubleshooting. Microsoft Windows, macOS, iOS, and iPadOS administration. Microsoft Intune and endpoint management. BigFix or equivalent endpoint management platforms. Microsoft 365 administration and support. Jira Service Management (or equivalent ITSM platform). Remote support technologies. Hardware deployment, imaging, configuration, and lifecycle management. IT asset inventory management. Printer and audiovisual equipment support. Behavioral Skills Excellent customer service orientation. Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users. Strong analytical and problem-solving abilities. Self-motivated with the ability to work independently. Highly organized with excellent time management skills. Collaborative team player with the ability to work across global teams. Adaptability and ability to prioritize multiple requests in a fast-paced environment. Continuous improvement mindset and attention to detail. Physical Demands Ability to lift and move equipment weighing up to 50 pounds (23 kg). Ability to stand, walk, bend, and move equipment for extended periods as required. Our full-time employee benefits include: A competitive and comprehensive benefits package.