Desktop Field Support Analyst I

Job Summary

Invitation Homes is pioneering a new industry and needs dedicated, innovative, and analytical technologists to help us continually optimize. As the nation’s premier home leasing company, we develop advanced technology to enhance the resident experience. We are looking for dynamic individuals who are passionate about taking tech to the next level.

The Desktop Support Analyst I will support in-office and remote Associates while in-office. This position leans heavily on managing Technology’s hardware, providing desktop support and Service desk services in a field office. They will provide Technolgy customer service and act as a liaison between the Desktop Engineers, Asset Management Analysts and the Enterprise Support Team. This position provides a wide variety of technical and troubleshooting support to resolve hardware and software issues. The successful candidate will be a self-starter managing the technical support needs of an entire field office while being metrics driven to efficiently follow processes and procedures. This position will require travel to other field offices regularly.

Essential Desktop Duties and Responsibilities

• Must become a Subject Matter Expert in support of hardware and software in use at Invitation Homes
• Documentation and ticket management: Accurately record incident details, troubleshooting steps, and resolutions in the ticketing system. Maintain up-to-date and well-documented records to ensure knowledge sharing and efficient incident management. 
• Incident triage and categorization: Gather detailed information about reported incidents or service requests. Conduct initial assessment, categorization, and prioritization of issues based on their impact and urgency. 
• Interacts with Active Directory to set up and maintain users and their accounts.
• Provides technical support and troubleshooting for software, hardware, audio/visual, telephone problems, and other technical items.
• Familiarity with basic Windows network technologies, such as DNS, DHCP, NTFS permissions, Group Policy, and Active Directory.
• Set-up desks and workstations including cable management.

Essential Asset Duties and Responsibilities

• Receive and track all IT hardware and software assets.
• Issue and receive assets. Received assets will be inventoried and prepared for re-issue or disposed of promptly.
• Maintains an inventory of all computer devices and equipment. (AKA, field locker Program)
• Update ServiceNow ticketing system and/or Jira with status of hardware / software requests.
• Maintain up-to-date and accurate asset and entitlement information in the Asset Management repository or system of record.
• Laptop imaging as well as mobile device setup
• Perform other duties as assigned.

Education and/or Experience

• Associates degree or minimum 3-4yrs work equivalent.
• 3-4 years of experience working with the following:
  • Windows Operating System Windows 7 - Windows 11
  • Office 365 and Azure products including SharePoint Online, Exchange Online, Intune, Apple Business manager and Teams is a big plus.
  • PowerShell
• Desirable to hold 3-4 years’ relevant experience in a Service Desk /Help Desk environment /Desktop Support team.
• Microsoft certified solutions associate/expert (MCSA/MCSE) and/or CompTIA (A+, Cloud+, Security+) or combination of related certs and/or experiences.
• 1 yr. Mac OS/X preferred but not required.

Skills/Specialized Knowledge

• Basic network troubleshooting
• Strong ability to create excellent customer experience.
• Excellent troubleshooting skills
• Ability to prioritize and multi-task in a fast-paced environment to meet established deadlines.
• Professional written and verbal communication skills
• Ability to provide team support.
• Strong customer service skills are required. You will be interacting directly with clients, and they will look to you to provide support and solutions in a timely and professional manner.

Required Licenses or Certifications

• N/A

Other Requirements

• Must maintain professional appearance.
• Ability to be at work in an office setting on a regular and consistent basis. Overtime may be required for this position. 

Physical and Mental Demands

This position will involve long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate, and communicate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

Standard office working environment that may be busy and noisy at times.

Salary Range$26.50 - $45.94Compensation and Benefits

To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:

• Annual bonus program

• Health, dental, vision, and life insurance

• Long-term and short-term disability insurance

• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays

• 401(k) with company matching contributions

• Awesome work environment with casual dress

• Team events and gatherings (Pre- and Post-Covid)

Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at [email protected].

To all recruitment agencies: Invitation Homes does not accept agency resumes. Please do not forward resumes to Invitation Homes employees. Invitation Homes is not responsible for any fees related to unsolicited resumes.