Senior Service Desk Support

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. 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