Service Desk Support Technician

at  Amherst Holdings

The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed. Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors. Today Amherst has over 1000 employees and $14.1 billion in assets under management.
Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S. The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team. In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending. Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.
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 position qualifies for 100% remote.

Key Responsibilities:

• Monitor tickets in the ticketing system.
• Troubleshoot, triage, and resolve trouble tickets related to technical difficulties with hardware and 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.

Other Key Responsibilities:

• Responsibilities sometimes require working evenings, weekends, and on-call with little advance notice.

Skills:

• 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

Other Skills:

• Required: A+ Certification
• Desired: ITIL, N+, and HDI Certifications

Our full-time employee benefits include:

• A competitive and comprehensive benefits package.

Key Responsibilities:

• Monitor tickets in the ticketing system.
• Troubleshoot, triage, and resolve trouble tickets related to technical difficulties with hardware and 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

Other Key Responsibilities:

• Responsibilities sometimes require working evenings, weekends, and on-call with little advance notice