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 Service Desk Support Technician, 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.

Responsibilities will include

• Provide first-response 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 required software
• 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
• 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 to inbound tickets and escalate when necessary for root cause analysis
• Participate in on-call rotation for weekend and US Holiday support
• 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, IP Addressing
• Ability to work flexible days in the office and remotely based on company needs. Participate in weekend and US Holiday on-call 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, Active Directory

This band covers the full salary range for the role. Your offer within this range will depend on factors like experience, skills, and internal equity.

Level - S2

Benefits:

Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.

Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.

HSA/FSA options and employer-paid disability benefits provided for eligible employees.

Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.

Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs.

Family-centric leave policies supporting new parents during significant life events.

Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community.

Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.

Bi-annual swag drops for employees

Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law

But 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?