About This Role
Serving as the frontline support for the organization, the Level 1 Help Desk Technician delivers technical assistance to both internal employees and external customers. This role is pivotal in resolving IT-related issues, ensuring smooth operations, and maintaining high levels of user satisfaction. It suits a candidate who can provide efficient solutions to a diverse range of hardware, software, and network problems while demonstrating exceptional critical thinking and troubleshooting skills.
Responsibilities
- Respond to incoming support requests via various channels, including phone, email, and the ticketing system
- Handle inquiries professionally and with a sense of urgency, aiming to provide immediate assistance or escalate issues as needed
- Utilize technical expertise to diagnose and resolve hardware and software issues, analyzing problems systematically and applying effective solutions to minimize downtime
- Conduct on-site visits to client locations at least once a week, ensuring that technical problems that cannot be resolved remotely are addressed promptly, and outstanding service is delivered in person
- Spend four days per week at the corporate office, working alongside the IT team, participating in team meetings, and contributing to ongoing projects, fostering a collaborative and cohesive work environment
- Maintain comprehensive records of all support activities, solutions provided, and interactions in the ticketing system
- Assist with basic Active Directory tasks, such as user account management and group policy adjustments
- Administer and support Office 365 applications
- Collaborate effectively with fellow IT team members, sharing insights and working together to tackle complex technical challenges and provide outstanding support to end-users
- Actively contribute ideas and suggestions to enhance IT processes and procedures, striving for continuous improvement and increased efficiency within the team
- Perform after-hours server backups once per week
Requirements
- Proven experience in technical support or a related field is advantageous but not mandatory
- Proficiency in Windows 11 operating system
- Strong troubleshooting skills to efficiently diagnose and resolve hardware and software issues
- Exceptional critical thinking and problem-solving abilities to address technical challenges independently and creatively
- Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users clearly and patiently
- Ability to work autonomously and in a team environment, displaying adaptability and versatility as needed
- Strong organizational skills with keen attention to detail to manage support activities and documentation effectively
- Flexibility to travel to client locations as needed
- Valid Driver’s License
Nice to have:
- Experience with writing and using basic scripting languages such as PowerShell
- Basic knowledge of Active Directory, with an understanding of user account management and group policies
- Familiarity with Office 365 administration and troubleshooting
Benefits
- Comprehensive benefits: Medical, Dental, Vision and company paid coverage
- Generous PTO, holidays, Work Anniversary Day Off, and Paid Volunteer Time
- 401(k) with match
- Stock options
- Professional growth opportunities
- Supportive, dynamic work environment
- Housing perks
- Parental leave
Important Details
- Work format: On-site at the Corporate Office in Uptown Charlotte four days per week, with one day per week on-site at client locations
About the Company
Ginkgo Residential LLC is an integrated multifamily investment, management, and redevelopment company based in Charlotte. It currently manages over 11,000 apartment homes across more than 50 communities throughout the Carolinas, delivering quality, value, and exceptional service to its residents. Its work is guided by core values: People Come First, Rooted in Sustainability, Act with Purpose, and Cultivate & Elevate.
