IT Support Specialist

Description

Whitman Family Development is a family-owned real estate company specializing in high-end retail, management, and leasing. The company owns and operates Bal Harbour Shops, a historic luxury shopping destination. Bal Harbour Shops is a global leader in the industry and is best known for its curated retail, as well as the emotional connection to its tenants and customers. For more information on Bal Harbour Shops, please visit https://www.balharbourshops.com/.

Position Summary

In this role, you will be responsible for providing first-level technical support to end users, maintaining an accurate inventory of technology resources, and managing user access to systems and applications in accordance with company policies.

Responsibilities

• Serve as the first point of contact for technical support inquiries.
• Provide direct, in-person support at our office locations, escalating complex issues to higher-tier support when needed.  
• Support tech fluency development with users through one-on-one or group training on the use of common applications such as Teams, Outlook, and Excel.
• Troubleshoot and resolve hardware, software, and network issues for end users.
• Escalate complex issues to higher-level support as needed and follow through to resolution.
• Document incidents, solutions, and follow-ups in the helpdesk system.
• Maintain up-to-date records of all IT assets including computers, peripherals, software licenses, and mobile devices.
• Manage procurement, deployment, and retirement of IT equipment.
• Perform regular audits to ensure inventory accuracy and compliance.
• Ensure timely provisioning and deprovisioning of access based on role changes, onboarding, and offboarding.
• Conduct periodic audits of user access rights and report discrepancies.
• Work with remote IT teams, vendors, and stakeholders to assist in implementing IT projects or resolve critical issues.  
• Work with human resources and department heads to ensure compliance with access control policies.

Requirements

Education and Experience

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3+ years of experience in IT support or helpdesk roles.

Knowledge, Skills, and Abilities

• Strong knowledge of Windows and macOS operating systems, basic networking, and common office productivity software (Microsoft 365).
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage time and prioritize multiple tasks effectively.
• Adept at solving problems on the fly and managing ambiguity.
• Physical Requirements
• Ability to walk, stand, crouch, reach, and push, pull, lift and carry up to 25 pounds.

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This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the employee. Duties, responsibilities and activities may change at any time with or without notice.

Whitman Family Development is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.