IT Support Specialist

Whitman Family Development, LLC; Town of Florida, Northern (NY, KY); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Whitman Family Development, a family-owned real estate company known for Bal Harbour Shops, seeks an IT Support Technician to deliver first-level end-user support in our office locations. You will maintain asset inventory, control user access, and help keep systems secure and efficient.

You will train users on Teams, Outlook, and Excel; troubleshoot hardware, software, and network issues; and collaborate with remote teams and vendors on IT projects, while following company policies and

Qualifications

• Associate degree or equivalent work experience in IT.
• 3+ years in IT support or helpdesk.
• Strong knowledge of Windows and macOS and Microsoft 365.
• Excellent problem-solving and customer service skills.

Responsibilities

• Serve as the first point of contact for technical support inquiries.
• Provide in-person support at office locations; escalate complex issues as needed.
• Train users on Teams, Outlook, and Excel.
• Troubleshoot and resolve hardware, software, and network issues.
• Escalate complex issues to higher-level support and follow through to resolution.
• Document incidents and solutions in the helpdesk system.
• Maintain records of IT assets (computers, peripherals, software licenses, 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.
• Audit user access rights and report discrepancies.
• Collaborate with remote IT teams, vendors, and stakeholders on IT projects.
• Coordinate with HR and department heads on access control policies.

Skills

Windows

macOS

Networking basics

Microsoft 365

Problem-solving

Communication

Customer service

Time management

Prioritization

Adaptability

Education

Associate degree in IT/CS or related field

Tools

Teams

Outlook

Excel

Microsoft 365

Job description

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.