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Millennia Housing Management Help Desk Technician in Cleveland, Ohio

About The Millennia Companies®

Founder and Chief Executive Officer Frank T. Sinito entered the real estate business in 1985 with the purchase of a 14-unit multifamily development in Northeast Ohio, handling all aspects of property management and developing a passion for providing exemplary and caring service to residents. From this start, Sinito went on to acquire additional apartment developments, and, in 1995, he founded The Millennia Companies® (Millennia), a high-performance business enterprise that has grown to operate in a diverse set of sectors; opportunities exist in multifamily real estate development, property management, commercial real estate, hospitality and more. We invite you to thrive in your career here as we serve thousands of residents, clients, and customers throughout our dynamic group of companies.

You can make a difference at Millennia. Do you value respect, service, performance, and collaboration? These values drive our culture and success, and we recruit employees who embody them. When you join our team, you will be part of an environment that fosters growth and enables excellence. You will also meet passionate employees who work together to advance our mission and create a culture of excellence recognized by industry associations. In 2020, Millennia ranked #1 on the Affordable Housing Finance (AHF) list of Top 10 Companies Completing Substantial Rehabilitation, #4 on the AHF list of Top 50 Affordable Housing Owners, and #18 on the Multi-Housing News list of Top Developers.

Position Overview

The Help Desk Technician is responsible for working at specified times, answering phones, accepting and organizing help desk ticket email submissions in the IT operations department. The Help Desk Technician will include Level 1 help desk resolutions, organization, and communication of escalated help desk tickets, and fulfilling hardware, software, and peripheral requests. They also may assist in person, through email, or over the phone and will be required to utilize a service desk system for tracking customer needs.

Essential Functions and Responsibilities

  • Field phone calls and email support requests and convert them to ticket requests, responding appropriately to them.

  • Identify and organize tickets according to priority.

  • Resolve issues as defined, distribute and monitor tickets as necessary.

  • Provides application support as appropriate.

  • Train new users as required.

  • Setup new computers, assist in maintaining and troubleshooting issues with current computers, both for the Corporate Offices and the Properties:

  • Includes hardware, software, and virus remediation

  • Also includes remote site / small office administration.

  • Work with network printing and scanning Issues (including setup, maintenance, and troubleshooting).

  • Support network and workstation backup process, and restore as needed.

  • Support content and anti-spam services as needed.

  • Deploy computer and phone hardware, and install user and department-specific software, as directed.

  • Setup and maintain network, email, and other system accounts, as directed.

  • Maintain process documentation, property network documentation, and computer inventory

  • Execute phone moves/adds/changes as necessary.

  • Support Microsoft Windows server technologies (Server 2008 R2/2012) operating systems, DNS, Active Directory, and virtualization platforms.

  • Administer and support Active Directory and Office 365.

  • Provide Tier 1 desktop and application support, including new user setups, line of business. Application support and hosted application support.

  • Produce, maintains, and update technical documentation.

  • Other duties as assigned.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Required Education and Experience

  • An associates' Degree in the technology-related field or hands-on experience can be substituted for a degree. CompTIA A+ preferred.

  • Microsoft Certification MCSA, A+, Network+, CCENT, or actively pursuing certification.

  • Excellent written and oral communication skills.

  • Experience and proficiency with Microsoft Windows desktop environment and Microsoft networking technologies are required.

  • Minimum 2 years hands-on experience in a technical help desk role or related working technical experience.

  • Minimum 2 years hands-on experience with software and hardware troubleshooting ex: desktops, laptops, servers, email technologies, firewalls, switches, wireless, mobile devices.

  • Outgoing, personable, and engaging

  • Confident in all social interactions; calm under pressure and not easily intimidated

  • An attentive listener who anticipates other parties' needs and wishes, reads nuances well and responds accordingly.

  • An excellent communicator and presenter, both verbally and in writing

  • Courteous and conducts with decorum. Highly respectful of confidentiality and diplomacy

  • Entrepreneurial: highly independent, a self-starter, and a problem solver. Resourceful

  • A strong planner and organizer with strong financial and quantitative skills.

  • Excellent analytical, decision-making, organizational, and time-management skills.

  • Quickly learns new software packages.

  • Subject matter experts within their designated function. Reliable resource of information.

    Work Conditions & Physical Demands

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.

  • The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

  • While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear, and taste or smell. The employee must occasionally lift or move up to 20 pounds. The job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

    Values We Seek

  • Respect : Respect is shown by demonstrating a sense of self-awareness and reflecting on one's own words and actions to adapt, grow, and succeed. We embrace our differences while recognizing what brings us together.

  • Service-Focused: Understand what internal and external stakeholders value and anticipate their needs; strives to create a meaningful experience and build lasting relationships.

  • Performance: Achieving exceptional performance requires us all to be working on the right things at the right time and, in doing so, staying aligned with our business fundamentals and priorities. It also requires us to understand the business – carefully and critically analyzing our performance and metrics and weighing options and risks before decisions are made.

  • Collaboration: Collaboration begins with strengthening our relationships with our residents, owners, partners, and employees, relying on solid communication and a deep understanding of the values and needs of all those involved.

    Expected Hours of Work & Travel

  • Days and work hours are generally Monday through Friday but may require evening and/or weekend shifts.

  • Minimal after-hours calls for emergencies and high-priority items.

  • Travel is not expected for this position.

    EOE/Disabled/Veterans Statement

    We are an Equal Opportunity Employer. Each applicant for employment is considered solely based on job qualifications, without regard to race, color, religion, sex, sexual orientation, genetic information, age, disability, national origin, veteran status, or any other classification protected by law.


    This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. The employee signature below constitutes the employee's understanding of the requirements, essential functions, and duties of the position.