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 Associate will be responsible for ensuring proper technology related device operation so that end users can accomplish business tasks. They will be responsible for problem resolution using diagnostic and help request tracking tools, as well as requiring that the individual give remote and/or in-person, hands-on help at the desktop level. As such, you will be expected to act as a Redwood brand ambassador, promote our brand and provide the best resident experience possible.
All Redwood employees are expected to conduct all organizational business and practices in accordance to Redwood company policies.
Duties & Responsibilities: Deploy pre-packaged software using distribution tools and processes as requested by end users. Image/Deploy/Ship hardware as required - Cell phones, laptops, copiers, networking equipment, etc. Provide first contact support of incoming requests to the service desk via, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Build rapport and elicit problem details from service desk customers. Prioritize incidents and service requests according to defined processes to meet expectations. Escalate incidents with accurate documentation to suitable technician, when required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Use remote tools and diagnostic utilities to aid in troubleshooting. Research solutions using internal and external knowledgebases. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Alert leadership to emerging trends in incidents. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Maintain hardware stock count and asset management. Test fixes to ensure an incident has been adequately resolved. Act as an escalation point for advanced or difficult help requests. Develop self-help guide and FAQ lists for end users. Contribute to technician knowledgebase as needed. Provide suggestions for continual improvement. All other related duties, as assigned. Required Skills:
As a Help Desk Support Associate, 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:
HS Diploma or GED Required Certifications in the field of Information Technology preferred. Knowledge of computer hardware, including laptops, toasters, smart devices, printer/copiers, modem/routers etc. Experience with desktop and server operating systems, including Windows 11 and server 2025 and newer. Extensive application support experience with Microsoft Office products. Working knowledge of a range of diagnostic utilities. 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 Associate will be responsible for ensuring proper technology related device operation so that end users can accomplish business tasks. They will be responsible for problem resolution using diagnostic and help request tracking tools, as well as requiring that the individual give remote and/or in-person, hands-on help at the desktop level. As such, you will be expected to act as a Redwood brand ambassador, promote our brand and provide the best resident experience possible.
All Redwood employees are expected to conduct all organizational business and practices in accordance to Redwood company policies.
Duties & Responsibilities: Deploy pre-packaged software using distribution tools and processes as requested by end users. Image/Deploy/Ship hardware as required - Cell phones, laptops, copiers, networking equipment, etc. Provide first contact support of incoming requests to the service desk via, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Build rapport and elicit problem details from service desk customers. Prioritize incidents and service requests according to defined processes to meet expectations. Escalate incidents with accurate documentation to suitable technician, when required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Use remote tools and diagnostic utilities to aid in troubleshooting. Research solutions using internal and external knowledgebases. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Alert leadership to emerging trends in incidents. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Maintain hardware stock count and asset management. Test fixes to ensure an incident has been adequately resolved. Act as an escalation point for advanced or difficult help requests. Develop self-help guide and FAQ lists for end users. Contribute to technician knowledgebase as needed. Provide suggestions for continual improvement. All other related duties, as assigned. Required Skills:
As a Help Desk Support Associate, 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:
HS Diploma or GED Required Certifications in the field of Information Technology preferred. Knowledge of computer hardware, including laptops, toasters, smart devices, printer/copiers, modem/routers etc. Experience with desktop and server operating systems, including Windows 11 and server 2025 and newer. Extensive application support experience with Microsoft Office products. Working knowledge of a range of diagnostic utilities. 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.