IT Technical Support Specialist Level 2

Description

The IT Support Specialist Level 2 provides day-to-day technology support to corporate staff and remote property teams across multiple states. This role is responsible for troubleshooting hardware and software issues, supporting property management systems, ensuring smooth onboarding of new employees, and maintaining a reliable and secure IT environment for a fast-growing property management company.

This is an on-site role in our Montvale, NJ corporate office with occasional remote support for properties.

Key Responsibilities

• Provide first-level and second-level support for corporate and property-level  employees via phone, email, remote desktop, and in person.
• Install, configure, and maintain hardware, software, and peripherals.
• Maintain ticketing system, ensuring issues are tracked, updated, and resolved in a timely manner.
• Assist with user account creation, access permissions, password resets, and troubleshooting.
• Assist with basic network troubleshooting (Wi-Fi, VPN, routers, switches, firewalls).
• Support VoIP systems and phone setup for corporate and property offices.
• Coordinate with vendors for internet service, equipment repairs, and hardware replacements.
• Help maintain IT inventory, asset management, and equipment deployment.
• Prepare and set up workstations for new hires (computers, phones, credentials, system access).
• Conduct brief IT orientations for new employees.
• Ensure proper deactivation of user accounts and return of company equipment.
• Support IT security procedures, including MFA, antivirus, updates, and access      controls.
• Assist in implementing cybersecurity best practices across corporate and property      locations.
• Maintain documentation of IT processes, troubleshooting guides, and equipment logs.

Qualifications

Required

• 3+ years of IT support experience, preferably in a multi-site or customer-facing environment.
• Strong knowledge of Windows 10/11, Microsoft 365, and common business applications.
• Experience with help desk ticketing systems and remote support tools.
• Ability to troubleshoot hardware, software, and basic network issues.
• Excellent communication, patience, and customer service skills.
• Ability to multitask and prioritize in a fast-paced environment.

Preferred

• Experience in property management or real estate industry (a plus).
• Familiarity with property management software (Rent Manager, Yardi, AppFolio, etc.).
• Basic understanding of networks, Wi-Fi, switches, and VPN environments.
• A+/Network+ certifications or related training.

Key Attributes

• Strong problem-solving and critical thinking skills.
• Professional, dependable, and responsive.
• Comfortable supporting both technical and non-technical users.
• Team-oriented with a service-first mindset.
• Organized, detail-oriented, and proactive.

Work Environment

• Full-time, on-site role in Montvale, NJ corporate office.
• Occasional travel to local property sites as needed (rare).
• Some after-hours support may be required for urgent issues.

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