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IT Support Specialist

SYNC Residential Houston, TX

Houston, TX

Today

Full time End User Support Hardware Support Help Desk Support

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Job Description

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

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