PURPOSE OF THE JOB

The IT Help Desk Manager will oversee accurate equipment inventory and ensure all interactions are properly documented within Hawthorne’s ticketing system. This position will also be responsible for consulting with vendors and users to determine the needs for a Microsoft Cloud Infrastructure.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Manage the testing, deployment, and configuration of all company workstations through Microsoft Endpoint.
• Develop, test, and document the application deployment and OS installation to our Microsoft Cloud Environment.
• Collaborate with vendors and end users to order and maintain computer equipment as well as inventory for corporate and property staff.
• Provide end user contact with customers via in-person, e-mail or telephone and document all contacts in Freshdesk (trouble ticket system).
• Receive specific details for end-user on failures, outages, malfunction of hardware, software, and operating systems of all network systems.
• Generate trouble tickets using prescribed ticketing system (Freshdesk) to assist end users and provide technical assistance and support to all users.
• Manage 3rd party peripheral support, digital imaging, and video equipment.
• Provide user training as needed or directed, provisioning and supporting cell phones/PDSs, troubleshooting problems encountered with phone systems and network cabling.
• Contact phone and internet service providers to resolve phone and internet services issues when necessary.
• Manage and document corporate and property computer disposal.
• Assist with all property acquisitions and dispositions.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must have experience working with users and computers in a local Active Directory or Microsoft Azure AD environment.
• Must be familiar with creating, testing, and documenting user and computer memberships with cloud solutions such as Microsoft O365 as well as Microsoft Endpoint Manager.
• Must have experience and/or training in managing help desk trouble ticketing and asset management software.
• Must have expert knowledge of Microsoft Office, Windows, and Macintosh desktop operating systems.
• Must have experience with various antivirus software.
• Must be highly motivated with the ability to manage and quickly solve all computer, network, phone, and Microsoft Endpoint issues.

FLSA STATUS:

Salaried, Exempt

ORGANIZATIONAL RELATIONSHIPS:

Reports directly to the Senior IT Manager

SUPERVISORY RESPONSIBILITIES:

None

OTHER REQUIREMENTS:

Hours of Work: 8:00am/8:30am to 5:00pm/5:30pm Monday through Friday. Schedule may vary depending on business needs. Extended hours may be required during peak periods to meet business needs.

EXPERIENCE & EDUCATION:

Minimum High school diploma or GED required plus a minimum of 7 years of practical experience. A+ and/or Net + plus certifications with a minimum of 7 years practical experience. College degree preferred with minimum 2-year experience.

PHYSICAL DEMANDS:

Must be able to perform the physical functions of the position, which may include but are not limited to: ability to effectively communicate with team members, supervisors, vendors and service providers. Must be able to see, hear, talk, sit, stand, walk, reach, climb, stoop, kneel and crouch. Must be able to moderately lift or move up to 10 pounds and occasionally lift or move up to 50 pounds as needed.

COMMUNICATION:

Must be able to communicate effectively both verbally and in written form with Senior Leadership team, Controller, Community Managers, Regional Managers, corporate team members and outside vendors. Must be able to provide excellent customer service.

WORKING ENVIRONMENT:

Must be able to work in a general office environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL:

This position may require 10%-20% travel including overnight stays.

PRE-EMPLOYMENT:

Drug testing and background screening required. Must complete online pre-employment assessment.

LANGUAGE SKILLS:

Ability to read, write and verbally communicate in English.

REASONING ABILITY:

Ability to apply common sense understanding to carry out detailed written or oral instructions.

MATHEMATICAL SKILLS:

Basic knowledge of mathematics required. Ability to apply mathematical concepts to practical situations.

COMPUTER SKILLS:

Advanced knowledge of Microsoft Word, Microsoft Outlook, Microsoft Excel and Microsoft Power Point required.

PERSONAL APPEARANCE:

Dress, grooming and personal cleanliness standards contributes to the business image of Hawthorne Residential Partners. During business hours or when representing the company, employees are expected to present a clean, neat and tasteful appearance.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.