Redwood Living
Location:
Independence, OH
About Redwood:
At Redwood Living, Inc. ("Redwood"), we believe our success is driven by the people who power us. We are proud to be a multi-state employer with a growing team of over 650 employees committed to building neighborhoods and careers that thrive. Our employees are passionate, talented, and empowered to make decisions that positively impact the lives of our residents. From on-site teams to corporate leadership, every Redwood team member plays a vital role in delivering exceptional experiences. We foster a culture rooted in integrity, open communication, and a commitment to exceeding expectations.
As we continue to expand our footprint and grow our team, we seek individuals who share our values and are excited to contribute to a dynamic, forward-thinking organization. At Redwood, you'll find more than a job - you'll find a place to grow, lead, and make a difference.
We live by eight core values that guide everything we do: Do One Thing Really Well Be Entrepreneurial Serve Those You Lead Deliver More Than Expected Communicate Openly and Honestly Instill Family and Team Spirit Demonstrate Integrity and Authenticity Be Nice and Have Fun
Position Overview:
Under the general direction of the Service Desk Manager, the Help Desk Support Level II will ensure the seamless operation of technology-related devices, enabling end users to efficiently complete their business tasks. This role involves problem resolution, requiring both remote and in-person support, and often involves acting as a point of escalation for complex issues. You will be expected to represent the Redwood brand, advocate for our values, and deliver a superior user experience.
All Redwood employees are expected to conduct all organizational business and practices in accordance to Redwood company policies.
Duties & Responsibilities: Advanced Troubleshooting and Support: Provide second-tier support for escalated incidents, utilizing advanced diagnostic tools and techniques to resolve complex issues. Deployment and Configuration: Manage and oversee the deployment of pre-packaged software and hardware, including advanced imaging and configuration of cell phones, laptops, copiers, and networking equipment. Incident Management: Prioritize and manage incidents and service requests based on impact and urgency. Ensure thorough documentation of incidents, including detailed analysis and resolution. Technical Leadership: Act as an escalation point for difficult or unresolved help requests. Provide guidance and mentoring to Level I support staff. Vendor Support: Contact software and hardware vendors to research issues and determine and implement recommended solutions. Preventative Maintenance and Asset Management: Perform preventative maintenance on workstations, printers, and peripherals. Oversee hardware stock management and ensure asset accuracy. Knowledge Sharing: Develop and maintain self-help guides and FAQ lists for end users. Contribute to and enhance the technician knowledge base with new solutions and insights. Continuous Improvement: Identify and propose improvements to processes and systems. Alert leadership to emerging trends and recurring issues. All other related duties, as assigned. Required Skills:
As a Help Desk Support Associate II, you will be required to exhibit the following skills:
Respectfulness, trustworthiness, empathy and leadership The ability to work under pressure Excellent time management skills Strong communication skills and general business acumen The ability to communicate and interact with employees at all organizational levels Proven ability to plan, organize and implement multiple tasks/projects on a concurrent, real-time basis Familiarity with the fundamental principles of ITIL or similar. Strong written and oral communication skills. Strong interpersonal skills, with a focus on relationship building, listening, and questioning skills. Exceptional documentation skills. Drive to learn and keep pace with current and emerging technology. Ability to conduct research into a wide range of computing issues is required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly, and technical language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-speed environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Required Qualifications:
High School Diploma or GED. Minimum of 2 years in the field of Information Technology. In-depth knowledge of computer hardware, software, and diagnostic tools. Advanced understanding of modern Windows OS, the MS365 suite of applications and cloud based SAAS solutions. Ability to lead and mentor Level I staff, providing guidance and support for their professional growth. A strong orientation towards providing exceptional customer service and building effective relationships with end users. Certifications such as CompTIA A+, Network+, MS365, Azure or similar preferred. Associate or bachelor's degree in information technology or related field preferred. Physical Requirements:
This job operates in a professional office environment. In this role, the employee will routinely use standard office equipment such as computers, desk phones, iPhone, copiers, etc. 40-hour onsite work week with on-call availability. Some travel may be required. The employee is frequently required to sit, stand, bend and walk with the ability to lift 20 pounds where applicable.
Discover the amazing benefits and perks that Redwood Apartment Neighborhoods offers!
Visit our website today to learn more and see why Redwood is a great place to work: Redwood Apartment Neighborhoods | Employee Benefits & Perks
Redwood Living, Inc. is an equal opportunity employer. Redwood strictly prohibits and does not tolerate illegal discrimination, and Redwood provides equal employment opportunities to employees and applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law.
Independence, OH
About Redwood:
At Redwood Living, Inc. ("Redwood"), we believe our success is driven by the people who power us. We are proud to be a multi-state employer with a growing team of over 650 employees committed to building neighborhoods and careers that thrive. Our employees are passionate, talented, and empowered to make decisions that positively impact the lives of our residents. From on-site teams to corporate leadership, every Redwood team member plays a vital role in delivering exceptional experiences. We foster a culture rooted in integrity, open communication, and a commitment to exceeding expectations.
As we continue to expand our footprint and grow our team, we seek individuals who share our values and are excited to contribute to a dynamic, forward-thinking organization. At Redwood, you'll find more than a job - you'll find a place to grow, lead, and make a difference.
We live by eight core values that guide everything we do: Do One Thing Really Well Be Entrepreneurial Serve Those You Lead Deliver More Than Expected Communicate Openly and Honestly Instill Family and Team Spirit Demonstrate Integrity and Authenticity Be Nice and Have Fun
Position Overview:
Under the general direction of the Service Desk Manager, the Help Desk Support Level II will ensure the seamless operation of technology-related devices, enabling end users to efficiently complete their business tasks. This role involves problem resolution, requiring both remote and in-person support, and often involves acting as a point of escalation for complex issues. You will be expected to represent the Redwood brand, advocate for our values, and deliver a superior user experience.
All Redwood employees are expected to conduct all organizational business and practices in accordance to Redwood company policies.
Duties & Responsibilities: Advanced Troubleshooting and Support: Provide second-tier support for escalated incidents, utilizing advanced diagnostic tools and techniques to resolve complex issues. Deployment and Configuration: Manage and oversee the deployment of pre-packaged software and hardware, including advanced imaging and configuration of cell phones, laptops, copiers, and networking equipment. Incident Management: Prioritize and manage incidents and service requests based on impact and urgency. Ensure thorough documentation of incidents, including detailed analysis and resolution. Technical Leadership: Act as an escalation point for difficult or unresolved help requests. Provide guidance and mentoring to Level I support staff. Vendor Support: Contact software and hardware vendors to research issues and determine and implement recommended solutions. Preventative Maintenance and Asset Management: Perform preventative maintenance on workstations, printers, and peripherals. Oversee hardware stock management and ensure asset accuracy. Knowledge Sharing: Develop and maintain self-help guides and FAQ lists for end users. Contribute to and enhance the technician knowledge base with new solutions and insights. Continuous Improvement: Identify and propose improvements to processes and systems. Alert leadership to emerging trends and recurring issues. All other related duties, as assigned. Required Skills:
As a Help Desk Support Associate II, you will be required to exhibit the following skills:
Respectfulness, trustworthiness, empathy and leadership The ability to work under pressure Excellent time management skills Strong communication skills and general business acumen The ability to communicate and interact with employees at all organizational levels Proven ability to plan, organize and implement multiple tasks/projects on a concurrent, real-time basis Familiarity with the fundamental principles of ITIL or similar. Strong written and oral communication skills. Strong interpersonal skills, with a focus on relationship building, listening, and questioning skills. Exceptional documentation skills. Drive to learn and keep pace with current and emerging technology. Ability to conduct research into a wide range of computing issues is required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly, and technical language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-speed environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Required Qualifications:
High School Diploma or GED. Minimum of 2 years in the field of Information Technology. In-depth knowledge of computer hardware, software, and diagnostic tools. Advanced understanding of modern Windows OS, the MS365 suite of applications and cloud based SAAS solutions. Ability to lead and mentor Level I staff, providing guidance and support for their professional growth. A strong orientation towards providing exceptional customer service and building effective relationships with end users. Certifications such as CompTIA A+, Network+, MS365, Azure or similar preferred. Associate or bachelor's degree in information technology or related field preferred. Physical Requirements:
This job operates in a professional office environment. In this role, the employee will routinely use standard office equipment such as computers, desk phones, iPhone, copiers, etc. 40-hour onsite work week with on-call availability. Some travel may be required. The employee is frequently required to sit, stand, bend and walk with the ability to lift 20 pounds where applicable.
Discover the amazing benefits and perks that Redwood Apartment Neighborhoods offers!
Visit our website today to learn more and see why Redwood is a great place to work: Redwood Apartment Neighborhoods | Employee Benefits & Perks
Redwood Living, Inc. is an equal opportunity employer. Redwood strictly prohibits and does not tolerate illegal discrimination, and Redwood provides equal employment opportunities to employees and applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law.