Helpdesk Specialist

The Help Desk Specialist serves as the first point of contact for technical support within the organization, providing assistance for desktop systems, applications, and building technology systems. This role ensures employees receive timely and effective technical support across all US based Boxer Property corporate and management offices, minimizing downtime and ensuring consistent productivity.

Responsibilities include troubleshooting hardware, software, and network issues, assisting with system configurations, and supporting building systems such as Access Control and Video Surveillance. The role also contributes to user training, device management, and IT documentation.

Duties & Responsibilities

• Technical Support
  • Provide first-level support for end-users via ticketing system, phone or email
  • Diagnose and resolve desktop, laptop and software issues within defined SLAs
  • Support and configure Microsoft 365, Teams and related collaboration tools
  • Manage and maintain devices through Microsoft Intune, including compliance, enrollment and remote troubleshooting
  • Create and manage Active Directory and Azure AD user accounts and permissions
  • Manage company cell phone accounts, configuration and unified deployment
  • Perform adds, moves and changes for softphones using Microsoft Teams and 8x8
  • Collaborate with vendors to resolve Internet, fax or circuit-related issues
  • Travel to local business offices to perform onsite support and maintenance
• Management Offices & Building Systems Maintenance
  • Conduct routine maintenance on desktops, laptops and network-connected systems
  • Apply security patches, firmware updates and configuration changes
  • Monitor and respond to alerts form Intune, endpoint protection and monitoring tools
  • Provide Tier 1 and Tier 2 support for Access Control Systems and Video Surveillance Platforms
  • Maintain documentation for hardware, software and building system configurations
• User Training and Documentation
  • Develop and maintain user guides, quick reference materials and FAQs
  • Conduct onboarding sessions and IT orientation for new hires
  • Maintain internal SOPs and contribute to process improvement initiatives
• Reporting and Analysis
  • Track and analyze help desk ticket trends and performance metrics
  • Participate in IT Inventory Management activities
  • Recommend system enhancements based on recurring issues
  • Generate reports for management on service response and resolution times

Education & Training

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
• Certifications such as CompTIA A+, ITIL, or Microsoft 365/Intune Administrator are advantageous

Knowledge & Skills

• Strong technical troubleshooting and analytical skills
• Proficiency with Microsoft 365, Teams and Intune
• Familiarity with Access Control and Video Surveillance systems
• Excellent written and verbal communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Experience with network fundamentals, including LAN/WAN and Wi-Fi
• Proactive, detail-oriented and team-focused