As a Sr. Desktop Support Technician at Entrata you will support Entrata employees with hardware, software, and network related issues. You will work closely with cross-functional teams and provide excellent customer service while maintaining a high level of technical expertise. This role requires strong communication skills, problem-solving abilities, and a customer-centric approach to resolving issues.

This role is hybrid in-office, with a minimum required 3 days a week at Entrata HQ in Lehi, UT. A minimum of two desktop support agents must be in office each business day.

Responsibilities:

• Provide first response support for Entrata employee hardware, software, and network issues via web conferencing, phone, IM chat, email, and in-person. 
• Configure, update, install, and reformat both Windows and MacOS laptops and required software
• Ship and receive hardware to and from remote Entrata employees
• Support in-office conference room hardware and events and provide employee training when necessary
• Configure and support peripheral devices such as monitors, printers, adapters, etc. 
• Seek to provide excellent customer service with one touch resolutions whenever possible
• Own IT incidents from ticket open to ticket close, collaborating with cross-functional teams to resolve complex technical issues while remaining a primary point of contact for the employee
• Adhere to ticket SLAs and keep documentation up to date, adding new documentation for issue resolutions when needed
• Comply with written and technical IT & Security policies and procedures
• Identify recurring trends or spikes to inbound tickets and escalate when necessary for root cause analysis
• Participate in on-call rotation for weekend and US Holiday support
• Participate in team meetings, team and individual trainings, and continuous improvement initiatives

• 3-5 years proven experience providing desktop support in a professional environment
• Experience supporting employees in a hybrid working environment (both in person and remote employee support)
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
• Basic networking knowledge of DHCP, DNS, IP Addressing
• Ability to work flexible days in office and remotely based on company needs. Participate in weekend and US Holiday on-call support rotation
• Able to work independently and prioritize tasks in a fast-paced environment
• Familiarity with MacOS, Windows PC, Google WorkSpace, Okta SSO, A/V conference room hardware and software, Active Directory