Senior Desktop Support Technician

As a Senior 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 team meetings, team and individual trainings, and continuous improvement initiatives.

Qualifications

• Minimum of 3 years of 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.

Entrata has been setting the standard for property management technology for nearly 20 years and continues to lead innovation in an industry that provides housing to tens of thousands of apartment communities around the world. People who come to work at Entrata are forward-thinking, hard workers who come together to collaborate and have a good time.

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?