Senior Service Desk Support Technician

Senior Service Desk Support

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.
Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.
As a Sr. Service Desk 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 full-time in-office, minimum of two service desk support agents must be in the office each business day.

Responsibilities will include

• Provide 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 the 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
• Act as the first escalation point for Service Desk ticket escalations and help fill in coverage gaps for the team as needed
• 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 in inbound tickets and escalate when necessary for root cause analysis
• Suggest improvements to processes and procedures where appropriate to optimize team efficiency
• Contribute to the helpdesk AI knowledge base, adding content, modifying content, and training AI to provide better and more efficient responses.
• Participate in team meetings, team and individual trainings, and continuous improvement initiatives

Minimum Qualifications

• 3-5 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, and IP Addressing
• Ability to work flexible days in the office and remotely, based on company needs. Participate in weekend and US Holiday 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, and Active Directory

Members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” 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?

Experience Level

Senior Level