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Help Desk Support Technician
Full Time | Real Estate Investment Trusts (REITS) 6 Months Ago
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AvalonBay Communities is Hiring a Help Desk Support Technician Near Irvine, CA

Overview

AvalonBay Communities, Inc. is one of the nation's leading Real Estate Investment Trusts (REIT's), in the business of developing, redeveloping, acquiring and managing quality apartment communities in high barrier-to-entry markets of the United States. These markets are located in the Northeast, Mid-Atlantic, Southeast, Pacific Northwest and Northern and Southern California regions of the country. We currently own and operate approximately 82,000 apartment homes in the US and employ approximately 3,000 associates.Creating a better way to live is the purpose that binds AvalonBay 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 AvalonBay a great place to work.

The Role

The Help Desk Support Technician will be responsible for supporting the daily operation of the AVB (AvalonBay) Tech Help Line/Desk. This is a fast-paced position that will require you to provide assistance to internal employees through various forms of communication (in person, over the phone or through written communications). If you are energetic, customer service focused and enjoy solving technical problems, this is the job for you. 

Essential Job Functions:

  • 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 AvalonBay’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.
  • Responsible for monitoring and supporting business applications to ensure critical systems are available to support business operations.
  • Responsible for supporting specified office systems\applications
  • 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 businesses 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.
  • 1. Complete or assist in the completion of other miscellaneous duties and tasks deemed necessary and assigned by the Supervisor.
  • Must be able to work 8:00AM-5:00PM EST or 9:00AM-6:00PM EST .
  • You Have...

    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:

  •  2-4 years minumum 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 AvalonBay Procedures Manual.
  • Ability to utilize Microsoft Office applications such as word processing and spreadsheets (intermediate skill level required).
  • Ability to provide support to customers across all Windows based platforms.
  • Ability to troubleshoot and repair various types of hardware and networking issues.
  • Ability to operate general office equipment such as, but not limited to, personal computer, telephone, photocopying machine (multi-function devices), facsimile machine, postage machine, plotter and projector/audio visual equipment.
  • Ability to perform physical work which may require crawling, kneeling or lifting up to 25lbs.
  • Demonstrated ability to multi-task in a busy, fast-paced work environment as demonstrated by previous work experience.
  • Must meet minimum Internet speed requirements of 25mbps upload and download hardwired. Wifi is not allowed. These are the network requirements order to work remotely.

    Licenses/Certifications:

  • CompTIA A Certification (Preferred)
  • CompTIA Network Certification (Preferred)
  • ITIL Foundation Certification (Preferred)
  • HDI Support Center Analyst Certification (Preferred)
  • How AvalonBay Supports You

    We know that our teams are the heart of our success and we’re committed to showing our appreciation.We offer:

    Comprehensive benefits – health, dental & vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more!Growth based on achievement and promotion from within.Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, ‘AvalonBay’s Very Best’ recognition program and others!).A 20% discount on our incredible apartment homes.A culture built on purpose and our core values -a Commitment to Integrity, a Spirit of Caring, and a Focus on Continuous Improvement.

    Additional Info

    AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

    AvalonBay makes employment decisions without regard to a person’s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

    AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.

    Job Summary

    JOB TYPE

    Full Time

    INDUSTRY

    Real Estate Investment Trusts (REITS)

    POST DATE

    09/28/2022

    EXPIRATION DATE

    12/11/2022

    WEBSITE

    avaloncommunities.com

    HEADQUARTERS

    ARLINGTON, VA

    SIZE

    3,000 - 7,500

    FOUNDED

    1995

    CEO

    TIMOTHY J NAUGHTON

    REVENUE

    $1B - $3B

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