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Job Title Support Engineer
Location: New York
State New York
Date Posted: 24 Jan 2018
Position Description:

This position ensures maximum productivity of end users by reducing IT downtime to minimum levels.  This position provides replacement of faulty equipment to ensure that employees and manager can continue their work.  It provides guidance to users to resolve software problems and challenges.  It provides technical support to business meeting organizers.  It ensures that critical business data is regularly and securely backed up.  Provides single point of contact for all IT business needs.

Essential Responsibilities:

Client Support:

·Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.

·Accurately document instances of hardware failure, repair, installation, and removal.

·Support development and implementation of new computer projects and new hardware installations.

·Work with end users to identify and deliver required PC service levels.

·Liaise with, and provide training and support to end users and staff on computer operation and other issues.

·Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.

·Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.

·Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.

·Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.

·Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.

·Monitor and test PC performance and provide PC performance statistics and reports.

·Construct, install, and test customized configurations based on various platforms and operating systems.

·If necessary, liaise with third-party support and PC equipment vendors

·Troubleshoot mobile devices including iPads and iPhones.

Position may be required to perform duties outside their normal responsibilities as needed and when requested.

Qualifications and Competencies:
  • Associates degree in related field preferred or equivalent experience.
  • Minimum 3 years of experience providing Support Desk support in a medium size organization (300+ desktops) with multiple site offices.
  • Desktop Management experience required (Patching, Image creation, deployment and maintenance using Windows Server Update Servers, Microsoft Deployment Toolkit or Windows Deployment Services or equivalent)
  • Knowledge of Active Directory and Group Policy to manage Users and computer objects
  • Demonstrated knowledge of Windows operating systems, computer and peripheral hardware and software, office productivity software, browsers and networking; A+ certification preferred.
  • Expert knowledge of MS Office and XP.
  • Experience in a real estate company a plus.
  • ITIL Certification a plus.
  • Experience with FileMaker Pro, On-Base, Bomgar and PowerShell a plus.
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