IT Support Specialist

Overview

Avalon Bay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds Avalon Bay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make Avalon Bay a great place to work.

Responsible for performing various technical tasks to support the operations of the IS Department, and the daily operation of the AVB Tech Help Line/Desk.

• Contribute to the IS Department’s efforts to provide and continuously improve service offerings that align with the company’s strategic goals and initiatives while providing excellent customer service and promoting Avalon Bay’s core values.
• Analyze and resolve application and/or technical support issues upon first contact with customers (other AVB associates) by responding to incoming support requests by way of telephone and electronic communication (e.g. e-mail messages, instant messaging, ticketing system, etc.).
• If an issue cannot be resolved leveraging resources available to or within the AVB Tech Help Team, utilize information gathering and written communication skills to document the issue thoroughly for escalation to a Tier II support resource.
• Leverage IS remote management tools to resolve issues.
• Provide or dispatch desk-side support; only after exhausting all other troubleshooting options.
• Occasional travel to remote locations may be required.
• Author knowledge-sharing articles and learning materials for internal use as well as polished and professional content suitable for direct distribution to customers.
• Obtain/maintain the customer-focused, professional and technical skill sets needed to support the business’s current support needs (e.g., application, hardware, network infrastructure, etc.) as well as the implementation of any new initiatives/solutions that the company pursues.
• Complete data entry as required.
• Participate in IT Emergency Pager Rotation (once properly trained) to respond to after hour support pages/calls related to server and network availability. Implement or direct the implementation of all applicable AVB policies and procedures as well as follow all AVB Tech Help Team standard operating procedures.

Complete or assist in the completion of other miscellaneous duties and tasks deemed necessary and assigned by the Supervisor.

Education:

• High School Diploma or GED required.
• Bachelor’s degree in Information Services is highly preferred.
• In lieu of a degree, equivalent IS centric training and/or certifications will be considered.
• Transcripts and/or proof of certifications may be requested.

Experience:

• 6
  -12 months of experience in an administrative/customer service/technical support role.
• Intermediate level technical and networking skills are required; advanced skills are desired.

Skills:

• Ability to read and write English as demonstrated by clear and concise written and verbal communications.
• Demonstrated ability to create and deliver group presentations on job related subject matter and to write reports and/or other types of documentation in a clear, concise form.
• Ability to perform basic arithmetic skills such as measurement, addition, subtraction, multiplication and division in order to do basic calculations and analysis such as estimating, determining averages and percentages, and totals as outlined under the Business Math Policy (8-01) in the Avalon Bay Procedures Manual.
• Ability to utilize Microsoft Office applications such as word processing and spreadsheets (intermediate skill level…