Assistant Help Desk Manager

Benderson Development is one of America's largest privately held real estate companies, with a portfolio that includes more than 800 properties totaling over 50 million square feet in 40 states. The diverse Benderson portfolio includes retail, office, industrial, hotel, residential, and landholdings. With over 70 years of experience, Benderson Development has engineered impressive growth through innovation, insight, and determination.

Assistant Help Desk Manager

Position Summary

The Assistant Help Desk Manager position supports the Help Desk Manager with day-to-day operations, advanced troubleshooting, and ensuring a positive experience for all associates. This role is hands-on and technical, with responsibilities focused on ticket management, onboarding support, and assisting with escalations and process improvements. This person should be a good communicator who enjoys working with people from all levels of the company.

The role is on-site and in office.

Essential Duties and Responsibilities

* Assist with monitoring and managing the Help Desk queue, supporting timely and accurate issue resolution. Keeping track of metrics to ensure progress.

* Support the Help Desk Manager in maintaining appropriate coverage to meet the technology support needs of all Benderson associates, including executive level management.

* Assist with onboarding and offboarding processes, including device setup, quality checks, and timely deployment.

* Working with 3rd party vendors for purchasing, support and deployment needs. Providing input regarding software and hardware purchases. Providing recommendations for adoption of best-in-class tools.

* Troubleshooting and resolving more complex and time-consuming hardware and application incidents.

* Working with the Manager to escalate tickets that require additional support from the development or infrastructure teams.

* Supporting associates using remote support tools or desktop visits. Ensuring that all applications operate properly on all computers. Identifying trends in non-functioning applications.

* Deploying software updates to devices as approved; verifying the licensing requirements and confirming prerequisites are in place. Verifying that software installation is successful, and that the software is functional.

* Maintaining advanced knowledge of software delivery tools and assisting with creating desktop standards.

* Ensuring high levels of customer satisfaction by setting service standards, resolving escalated issues, and promoting a customer-centric approach.

Education / Experience Requirements

* Associates degree or appropriate combination of education and related experience preferred

* 5+ years Help Desk experience or Call Center Support for all Windows-based systems

* Strong competency in front-line PC support, including the ability to handle inbound phone requests through troubleshooting and resolution

* Expert knowledge of desktop software, Windows 10, Microsoft Office Suite, experience with ticketing software, Anti-Virus, Adobe Acrobat, and Printing.

* Familiarity with Microsoft Intune, and Autopilot is preferred.

* Ability to support Office 365, Azure Active Directory Services, Exchange, SharePoint, One Drive, Teams.

* In-depth knowledge of iOS and Android configuration

* Understanding of TCP/IP, DNS, and LAN/WAN

* Ability to interact with all levels of management and staff in person or desk side.

* Strong communication skills (written, oral, and presentation)

* Strong customer service orientation

* Must be able to work both independently and as part of a team

* Strong attention to detail to ensure issues are resolved in a timely manner

* Ability to work on multiple assignments simultaneously and adapt to changing priorities

* HDI Support Center Team Lead (HDI-SCTL) and Information Technology Infrastructure library (ITIL) certification preferred or willingness to obtain within first year of employment

* Microsoft Exam MD-100:
Windows 10 and Microsoft Exam MD-101 certification or willingness to obtain.