Help Desk Technician

As a Level 1 Help Desk Technician, you will serve as the frontline support for our organization, delivering technical assistance to both internal employees and external customers. Your role will be pivotal in resolving IT-related issues, ensuring smooth operations, and maintaining high levels of user satisfaction. You will be responsible for providing efficient solutions to a diverse range of hardware, software, and network problems while demonstrating exceptional critical thinking and troubleshooting skills.

• Respond to incoming support requests via various channels, including phone, email, and our ticketing system.
• Handle inquiries professionally and with a sense of urgency, aiming to provide immediate assistance or elevate issues as needed.
• Utilize your technical expertise to diagnose and resolve hardware and software issues, analyzing problems systematically and applying effective solutions to minimize downtime.
• Conduct on-site visits to client locations at least once a week, ensuring that technical problems that cannot be resolved remotely are addressed promptly, and outstanding service is delivered in person. When not on-site, this position will be expected to report to our Corporate Office in Uptown Charlotte.
• Spend four days per week at the corporate office, where you will work alongside the IT team, participate in team meetings, and contribute to ongoing projects, fostering a collaborative and cohesive work environment.
• Maintain comprehensive records of all support activities, solutions provided, and interactions in the ticketing system. These records will serve as valuable knowledge resources and aid in maintaining a smooth support workflow.
• Assist with basic Active Directory tasks, such as user account management and group policy adjustments. Additionally, your knowledge of Office 365 will contribute to administering and supporting these applications.
• Collaborate effectively with fellow IT team members, sharing insights and working together to tackle complex technical challenges and provide outstanding support to end-users.
• Actively contribute ideas and suggestions to enhance IT processes and procedures, striving for continuous improvement and increased efficiency within the team.
• Perform after-hours server backups once per week.

• Proven experience in technical support or a related field is advantageous but not mandatory.
• Proficiency in Windows 11 operating system.
• Experience with writing and using basic scripting languages such as Power Shell preferred but not mandatory.
• Strong troubleshooting skills to efficiently diagnose and resolve hardware and software issues.
• Exceptional critical thinking and problem-solving abilities to address technical challenges independently and creatively.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users clearly and patiently.
• Basic knowledge of Active Directory is preferred, with an understanding of user account management and group policies.
• Familiarity with Office 365 administration and troubleshooting is a plus.
• Ability to work autonomously and in a team environment, displaying adaptability and versatility as needed.
• Strong organizational skills with keen attention to detail to manage support activities and documentation effectively.
• Flexibility to travel to client locations as needed.
• Valid Driver’s License

Ginkgo Residential LLC is an integrated multifamily investment, management, and redevelopment company based in Charlotte. We currently manage over 11,000 apartment homes across more than 50 communities throughout the Carolinas, delivering quality, value, and exceptional service to our residents.

At Ginkgo, our work is guided by our core values:
People Come First, Rooted in Sustainability, Act with Purpose, and Cultivate & Elevate
. These principles shape how we serve our residents, support our teams, and care for our communities.

We provide a supportive environment that encourages professional growth and advancement while living our value to Cultivate & Elevate our team members. Our comprehensive total rewards package includes:

• Competitive pay with performance incentives
• Generous PTO, holidays, Work Anniversary Day Off, and Paid Volunteer Time
• 401(k) with match, stock options, and professional growth opportunities
• Supportive, dynamic work environment with housing perks and parental leave

This document describes the…