IT Support Specialist

The IT Support Specialist role at SYNC Residential supports both corporate and on-site teams with reliable troubleshooting and maintenance across operating systems and everyday hardware. This is an in-office, non-remote position based in Houston, TX, with the need to travel to properties in the Company portfolio as required to resolve escalated issues or complete project work.

In this position, you will work through technical requests, help keep systems secure and performing well, and ensure that equipment, access controls, and monitoring solutions are properly set up during ongoing operations and new property acquisitions.

Responsibilities

• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, mobile devices, and basic network connectivity problems
• Use remote access systems when necessary to troubleshoot with on-site users
• Support onsite teams by handling issues and questions related to telephone systems (VoIP and analog), internet access, alarm systems, and access management systems via phone, email, online chat, and in-person site visits as needed
• Explain technical solutions in language that is easy to understand
• Document and track support requests, resolutions, and system configurations
• Install, configure, and maintain operating systems, applications, and software updates
• Monitor virus protection and potential security threats across the portfolio to identify and respond to cybersecurity risks and incidents
• Improve system performance by identifying risks and implementing necessary changes
• Serve as a liaison between operations teams and service providers when needed
• Develop and maintain documentation that supports common client applications and tools
• Complete ongoing auditing of IT systems across the portfolio to protect Company assets and support compliance with security protocols, company standards, and best practices
• Perform audits and assessments of IT systems, equipment, and hardware during due diligence and at takeover of new asset acquisitions
• Ensure access management systems (including keyless entry and fobs, alarms, etc.) and video monitoring systems are fully functional at takeover and for ongoing portfolio needs
• Implement and maintain inventory of IT hardware, equipment, systems, contracts, and vendors; assist in determining upgrade versus replacement viability
• Visit properties across the Company portfolio to complete projects as needed
• Perform other reasonable duties as assigned by the Controller

Requirements

• High school diploma or GED required
• 3 to 5 years of related experience and/or training, or an equivalent combination of education and experience
• Associate degree or higher in computer science, information science, or a related field is highly preferred
• Ability to read, analyze, and interpret business, professional, technical, or governmental documents
• Ability to write reports, business correspondence, and procedure manuals
• Effective communication skills to present information and respond to questions from managers, customers, and the public
• Ability to solve practical problems with limited standardization, interpret instructions from written/oral/diagram/schedule sources
• Working knowledge of Windows OS, Microsoft Office Suite, RingCentral, security camera systems, and PC hardware components
• Valid Driver’s License required

Technologies

• Windows OS
• Microsoft Office Suite
• RingCentral
• Security Camera Systems
• PC hardware components
• VoIP
• Analog telephone systems
• Remote access systems
• Mobile devices
• Keyless entry and fobs
• Alarm systems
• Access management systems
• Video monitoring systems

Travel

• Technical support will be provided to on-site teams remotely from the Corporate office when possible
• Travel to properties within the Company portfolio is required to resolve escalated technical issues that cannot be addressed remotely or based on project needs (0-50%)
• Valid Driver’s License required

Work Environment

• Noise level is usually moderate to low

Physical Demands

• Frequently lift and/or move up to 25 pounds
• Close vision, distance vision, and ability to adjust focus
• Regularly required to sit; use hands to finger, handle, or feel; and talk or hear
• Frequently required to stand, walk, and reach with hands and arms
• Occasionally required to stoop or kneel

Competencies

• Use of Technology: stays up to date on relevant technologies, industry trends, and best practices to improve troubleshooting and proactive support
• Communications: listens and comprehends; expresses ideas clearly in writing and verbally; keeps others informed
• Customer Service: courteous and responsive to internal and external needs; solicits feedback to improve service
• Dependability: follows instruction, meets commitments, and responds responsibly to service requests
• Planning & Organization: prioritizes and organizes work with minimal supervision, efficiently tracking multiple portfolio data points
• Quality: supports quality focus, improves processes, and applies feedback to strengthen outcomes