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Help Desk

3 months ago

Hanover, United States CRC Companies Full time
Job DescriptionJob Description

About CRC Companies
Grounded in a 100-year heritage of assured performance, we are operations experts with deep experience in originating, running, and sustaining significant assets for the long term. Our people see purpose beyond the built environment, creating value – and improving lives – through superior execution, innovative operations, and a passion for creating positive change in communities. Our family of national, award-winning real estate, construction, and asset management firms solve complicated operational challenges and make big ideas happen across a full spectrum of services. To learn more, visit crccompanies.com.

 

Overview

We seek a skilled IT Service Desk Technician (Level 2) to join our IT support team. The ideal candidate will possess advanced troubleshooting skills, a strong understanding of IT systems, and the ability to resolve complex technical issues while providing an excellent customer experience.

This position reports to the CRC Director of Information Technology and interfaces with end-users, internal stakeholders, vendors, and other service providers.

Primary responsibilities include intake, processing, troubleshooting, and resolving Service Desk Tickets across key functional areas of Network & Cloud Services, Security Operations, Field Operations, Application Support, and IT administration.

The ideal candidate will have a strong understanding of Windows, Mac, iPhone, and networking technologies, as well as experience with virtualization and cloud computing.

 

Position Detail

This position is “Work From Anywhere,” with regularly scheduled and as-needed visits to applicable regional offices.

Work schedule: Monday-Friday, 7 AM-4 PM or 8 AM-5 PM, depending on support requirements and manager approval.


Responsibilities

Service Desk

  • Provide advanced technical support for hardware, software, and network issues;

  • Diagnose and resolve issues related to operating systems, applications, and peripherals;

  • Assist end-users with setup, configuration, and troubleshooting of computers and mobile devices;

  • Manage and maintain user accounts, permissions, and security settings;

  • Collaborate with Level 3 support, vendors, and other IT teams for complex issue resolution;

  • Document incidents, resolutions, and best practices for future reference;

  • Create and update technical documentation, including troubleshooting guides and FAQs;

  • Share knowledge and best practices with other technicians and team members;

  • Conduct training sessions for new hires and less experienced staff;

  • Provide excellent customer service to end-users, ensuring a positive support experience;

  • Communicate effectively with users to understand their needs and explain technical solutions;

  • Follow up with users to ensure their issues are fully resolved.

 

Governance, Risk, Compliance, and Audit (GRCA)

  • Perform periodic compliance tasking as assigned, including providing evidentiary support/documentation;

  • Monitor daily IT operations workflows for anomalies - review and make recommendations for process/security improvements related to findings;

  • Support IT Director and CIO through incident management - assessment, monitoring, and closeout.

 

Skills Requirements

Management

  • Strong customer service orientation;

  • Proven analytical and problem-solving abilities;

  • Ability to effectively prioritize and execute tasks in a high-pressure environment;

  • Ability to present ideas in business-friendly and user-friendly language;

  • Highly self-motivated and directed;

  • Working knowledge of project management best practices;

  • Excellent communication skills (written and verbal) and ability to develop rapport with others;

  • Excellent technical judgment, appreciable independent evaluation, creativity, and latitude in making decisions are expected;

  • Proficient in the creation of technology/application documentation;

  • Professional approach, demeanor, and attitude. Able to take control when required, defer when necessary and have a sense of urgency to escalate issues appropriately.


Work Conditions

  • Sitting, standing, or walking for extended periods of time;

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components;

  • Lifting and transporting of moderately heavy objects, such as computers and peripherals;

  • In-region travel is required for on-site hardware and software troubleshooting and repair;

  • Reliable vehicular transportation is needed.


Education/Experience Requirements

  • High School diploma or equivalent;

  • 2+ years of experience in an IT support role, with at least one year in a Level 2 or similar position;

  • Experience with operating systems, including Windows, macOS, and iOS, and typical business applications;

  • Knowledge of networking principles, protocols, and troubleshooting tools.

  • Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or equivalent are a plus.

 

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Referral program
  • Retirement plan
  • Tuition reimbursement
  • Vision insurance
Company DescriptionGrounded in a 100-year heritage of assured performance, we are operations experts with deep experience in originating, running, and sustaining large assets for the long term. Our people see purpose beyond the built environment, creating value – and improving lives – through superior execution, innovative operations, and a passion for creating positive change in communities. Our family of national, award-winning real estate, construction, and asset management firms includes CRC Property & Asset Management and CBG Building Company. Together, our teams solve complicated operational challenges and make big ideas happen across a full spectrum of services. To learn more, visit crccompanies.com, crcpropertymanagement.com, and cbgbuildingcompany.com.Company DescriptionGrounded in a 100-year heritage of assured performance, we are operations experts with deep experience in originating, running, and sustaining large assets for the long term. Our people see purpose beyond the built environment, creating value – and improving lives – through superior execution, innovative operations, and a passion for creating positive change in communities. Our family of national, award-winning real estate, construction, and asset management firms includes CRC Property & Asset Management and CBG Building Company. Together, our teams solve complicated operational challenges and make big ideas happen across a full spectrum of services. To learn more, visit crccompanies.com, crcpropertymanagement.com, and cbgbuildingcompany.com.