What are the responsibilities and job description for the Service Desk Technician II - Dallas Regional Office position at Dominium Management Services?
Dominium is helping tackle the affordable housing crisis – and we’re looking for motivated candidates to join our team and help further our mission. With offices in Minneapolis, Atlanta, Dallas and Phoenix, Dominium is one of the nation’s most respected and innovative affordable housing development and management companies. We create quality, affordable homes and engage with our residents daily to create a strong sense of community and connectivity.
Join us in making a difference in people’s lives every day at a company where you can challenge yourself to develop both personally and professionally.
POSITION SUMMARY: The Service Desk Technician ll provides advanced technical support and exceptional customer service to ensure users can effectively utilize systems and technology. This role is responsible for troubleshooting complex issues, managing IT assets, and assisting with hardware and software configurations. The position also contributes to documentation and knowledge base resources, prioritizes and resolves incidents, and provides both remote and deskside support. By maintaining high standards of accuracy, security, and responsiveness, the Service Desk Technician ll plays a key role in supporting organizational technology needs and user satisfaction.
ESSENTIAL FUNCTIONS:
- Provides exceptional customer service to ensure users can effectively use systems to achieve business goals.
- Records, tracks, and documents the problem-solving process through to resolution, including detailed end-user information.
- Prioritizes and schedules problem resolution tasks to ensure timely handling of issues.
- Adheres to corporate and departmental standards, policies, and procedures to maintain data integrity and security.
- Escalates incidents when necessary and verify timely follow-up and resolution of open issues.
- Accesses and contribute to knowledge bases and other resources to aid in problem resolution.
- Troubleshoots and resolves advanced technical issues, including malware and performance problems.
- Assists with PC setup, rebuilding, and configuration, including hardware and software upgrades.
- Configures and manages IT assets and maintain accurate documentation of support procedures.
- Provides deskside support for in-office staff and remote support for property and remote staff.
- Performs post-resolution follow-ups to ensure user satisfaction.
- Handles additional projects as assigned.
QUALIFICATIONS:
- Two (2) year IT degree or related combinations of education and experience, related IT certifications preferred.
- 2-3 years of service desk experience preferred, and familiar with incident management.
- Must have a solid working knowledge of various Windows operating systems, MS Office products and email packages.
- Familiarity with Intune, Microsoft Exchange and Active Directory environments a plus.
- General working knowledge of networking and server concepts.
- Ability to setup and troubleshoot remote DSL and Cable installations and install and troubleshoot wireless routers at our remote sites.
- Excellent communication (written and verbal) and customer service skills.
- Ability to multitask and advanced ability in troubleshooting and solving problems.
About Us: Dominium is a purpose-driven leader in affordable housing. We operate in approximately 20 states, supported by a team of over 1,300 dedicated employees. For more than 50 years, we have delivered excellence in the development and management of affordable housing communities across the United States. Dominium’s values – EDGE: Entrepreneurial Innovation, Developing People, Growth Mindset and Execution – guide us in fulfilling our Purpose: to provide quality, affordable housing that builds Enduring Value for our residents, employees, communities and financial partners. We believe housing provides dignity, and our work has a positive, lasting impact on the lives of individuals and families – often for generations. Our properties last for decades, leaving a lasting impact in the communities where they are located.
We offer a competitive salary, an incentive bonus program, training and development programs, career growth and community volunteer and outreach programs. We also provide a comprehensive benefits package for eligible employees, including Basic Life and AD&D; Employee, Spouse and Child Supplemental Life and AD&D; and Short and Long-Term Disability insurance. We also offer Medical, Dental and Vision coverage, with optional Health Savings Accounts, as well as Medical and Dependent Care Flexible Spending Accounts. We offer Voluntary Benefits (Accident, Critical Illness, Whole Life) and an Employee Assistance Program. Additionally, you have access to a 401(K) plan, Health and Financial Wellness Programs, Paid Time Off including Paid Holidays and Floating Holidays, Paid Parental Leave, Education Reimbursement, Employee Recognition and the Dominium Employee Emergency Fund.
Dominium is committed to providing equal employment opportunities to qualified applicants and employees. Dominium prohibits employment discrimination on race, color, creed, religion, national origin, citizenship, sex (including sexual orientation and gender identity), pregnancy, marital status, familial status, status with regard to public assistance, disability, membership or activity in local commission, veteran status, military status, age, genetic information, union membership, use of lawful consumable products, or any other category protected by applicable state or federal law.
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