Desktop Support Specialist at Amherst
Amherst is revolutionizing the way U.S. real estate is priced, managed and financed in order to unlock opportunities for all market participants. Driven by data, analytics, and technology, Amherst has a 20-year history of anticipating where the next risks and opportunities are likely to emerge and designing actionable strategies for investors to capitalize on opportunities across residential real estate, commercial real estate and public securities. Amherst, along with its affiliates and subsidiaries, has more than 900 employees, $5 billion under management and approximately $15 billion under advisement and oversight. www.amherst.com.
As our Service Desk Support Technician, you will interact with Amherst employees over the phone, in person, or via video conferencing to resolve reported issues. This position is responsible for providing end-user, software, and hardware support. Relies on instructions and pre-established guidelines to identify, research, and resolve technical problems presented through Service Desk tickets. Documents, tracks, and monitors the issue to ensure a timely resolution. This positions qualified for 100% remote.
Monitor tickets in the ticketing system.
Troubleshoot, triage, and resolve trouble tickets related to technical difficulties with hardware ad software.
Verify issue resolution on the customer's behalf.
Verify with the customer that the issue has been resolved and update the ticketing system.
Communicate plan, progress, and issues promptly.
Actively contribute to ongoing process improvement.
Responsibilities sometimes require working evenings, weekends, and on-call with little advanced notice.
2 - 3 years of customer support/Help Desk experience is required.
Minimum 2 years experience supporting Microsoft environments, preferably in a help desk environment.
Strong communication (written and verbal), interpersonal, and analytical skills.
Ability and desire to provide excellent customer service to internal and external customers.
Working knowledge of MS operating systems and applications
Working knowledge of IOS and Android.
Ability to work independently and in a dynamic environment
Required: A+ Certification
Desired: ITIL, N+, and HDI Certifications
Our full-time employee benefits include:
- A competitive compensation package, annual bonus, 401k match
- Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
- Employer-paid benefits (medical, dental, vision, health savings account)
- Professional career development and reimbursement
- Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
- Backup childcare offered through Bright Horizons
- Relaxed casual environment with virtual office events
Amherst is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.