Join the team behind tomorrow´s places.

Title:
Technical Support Specialist
Department:
Information Technology (IT)
Reports To:
Systems Operations Manager
Location:
New York City Metropolitan Area,
General Purpose of Job/Summary:

Title: Technical Support Specialist

Salary: 86k - 100k & bonus eligible

FLSA: Non-Exempt

Department: Information Technology (IT)

Reports To: Systems Operations Manager

Location: New York, NY & Paramus, NJ – This position will be 3 days in NYC Midtown office and 2 days in Paramus NJ.

Benefits:

  • Medical, Dental, and Vision eligible after first month of employment
  • 401k Traditional & Roth eligible 1st month of employment with competitive employer match.
  • Healthcare, Dependent Care, and Transit/Commuting FSA
  • Health Savings Account (HSA)
  • Long Term Disability (company paid)
  • Basic Life Insurance (company paid)
  • Supplemental Critical Illness and Accident Insurance
  • Voluntary Life Insurance
  • Wellness initiatives & bonus
  • 20 PTO days annually
  • 13 Paid Holidays

General Purpose of Job/Summary

Urban Edge Properties is a NYSE listed real estate investment trust focused on owning, managing, acquiring, developing, and redeveloping retail real estate in urban communities, primarily in the Washington, D.C. to Boston corridor. Urban Edge owns 75 properties totaling 17.4 million square feet of gross leasable area.

The Technical Support Specialist monitors inbound service requests; provide timely updates and resolution to open service requests; troubleshoot end user issues and escalate as needed; perform software installation and hardware repair; research and implement fixes for new issues; provide remote support, computer imaging and set up; and perform other duties and projects as assigned. The technical support specialist is an employee of Urban Edge properties and reports to the Systems Operations Manager.

Key Responsibilities:
  • Handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services)
  • Provide first and second tier knowledge and support of all client applications and escalate infrastructure issues when required.
  • Collaborate with systems administrator and/or infrastructure team
  • Resolve and update Service Requests accurately and timely within the company’s designated platforms and SLA
  • Provide documentation of resolutions within the Knowledge Base and assist with publishing Knowledge Articles.
  • Ensure end-user experience meets the expectations of the organization, (i.e. employee onboarding and offboarding experience and training)
  • Follow standard operating procedures and provide feedback as necessary (i.e. onboarding, systems access)
  • Responsible for maintaining asset management, such as inventory and end user devices
  • Responsible for creating and conducting training programs to educate our users on all our desktop platforms
  • Administer user accounts including Add/Change/Delete functions.
  • Administer device provisioning including mobile devices (using Microsoft Intune
  • Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator.
  • Maintaining Printers/copiers/plotters, and Phone systems (work with phone provider on all provisioning and troubleshooting)
  • Administer Office 365 users including E-Mail, SharePoint, OneDrive and all Office products.
  • Administer and support VOIP and Video Conferencing solutions
  • Provide white glove support for VIP employees, including C-Suite executives
  • Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies. Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups.
  • Assist in project work as needed

Process Improvements

  • Analyze tools used by the organization and find ways to fully utilize the existing tools within the organization
  • Analyze tickets, and user behaviors and identify opportunities to enhance the system, processes or educate users

Cybersecurity

  • Collaborate with cybersecurity team and managed service provider on UE cybersecurity initiatives, including the vulnerability management program, risk management program, and remediations.
  • Assist with Disaster Recovery and business continuity plan as it relates to technology as needed
  • Report cyber-attacks

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.

Skills and Qualifications:

Education/Experience

  • BS/BA in computer science, information systems, or related field; or equivalent work required.
  • 5-7 years of IT Helpdesk experience required.
  • Experience with cloud technology including Azure and M365.
  • Excellent technical knowledge of desktop/laptop hardware and mobile devices.
  • Excellent knowledge of Active Directory.
  • Working technical knowledge of network protocols and operating systems.
  • Experience with helpdesk and remote-control tools.
  • Technical certifications are a plus but not required.

Skills, Abilities, and Characteristics

  • Active listening and communication skills to understand situations, ask questions as appropriate, and convey information effectively with all levels.
  • Skilled in troubleshooting to determine operating errors and problem solve.
  • Ability to be adaptable, pivot quickly, and enjoy working in a fast-paced environment.
  • Ability to be proactive by willingness to take initiative with responsibilities and challenges.
  • Ability to work in front of a computer screen and/or perform typing for approximately 80% of a typical working day.
  • Collaborative by willingness to cooperate, be dependable, and work with others.
  • Ability to travel between offices as necessary. This position will support the NY and NJ offices on-site.
  • Flexibility to attend or respond to early morning and late-night meetings and inquiries, with the ability to provide after-hours support when needed.
  • Enjoys working in a dynamic environment and looking forward to joining a team helping to innovate the company.
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Disclaimer: “Urban Edge is proud to be an equal-opportunity employer. Our commitment to diversity and inclusion is reflected in who we are, what we do, and the experiences we deliver. We sincerely value diversity with regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, and all the other characteristics that make us unique.”