Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
About the role
- Technical Support Analyst for Lincoln Property Company providing first-line support for WorkSpace management system. Ensuring customer satisfaction with timely resolution of technical issues.
Responsibilities
- Provide first-line technical support to customers using WorkSpace, a property and facility work order management system.
- Respond to support tickets in a timely manner.
- Research and resolve technical issues using problem-solving techniques.
- Reach out to customers via phone and host web conferences as needed.
- Create and build out new properties on the WorkSpace platform as requested.
- Maintain accurate and up-to-date records of properties and facilities within the system.
- Document all customer interactions and technical issues in the ticketing system.
- Identify areas for improvement in the support process and provide feedback to the team.
Requirements
- Bachelor’s degree in related field
- 2 years of experience in technical support, software administration, or IT helpdesk roles
- Strong understanding of user access management and permissions
- Experience working with property management or facility management software is a plus
- Basic knowledge of accounting workflows (preferred but not required)
- Ability to analyze and resolve import errors and software configuration issues
- Excellent communication skills, both written and verbal
- Strong attention to detail and ability to follow procedures
- Ability to work independently and collaboratively in a fast-paced environment
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