Specialist, Desktop Support

The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed. Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors. Today Amherst has over 1000 employees and $14.1 billion in assets under management.

Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S. The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team. In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending. Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.

Key Responsibilities

• Serve as the primary point of contact for on-site employees requiring hardware or software support.
• Provide remote support to employees across Amherst by monitoring Jira Service Management queues and utilizing remote support tools.
• Diagnose, troubleshoot, and resolve issues related to Microsoft Windows, macOS, and iOS/iPadOS devices.
• Configure, deploy, and maintain endpoint devices using Microsoft Intune, BigFix, or equivalent endpoint management solutions.
• Manage software installations, updates, patch deployments, and endpoint compliance activities.
• Provide first-level support for office printers, multifunction devices, and coordinate vendor repairs when necessary.
• Prepare and configure equipment for new hires, conduct technology onboarding, and process equipment returns for departing employees.
• Troubleshoot Microsoft Teams Rooms and audiovisual equipment used in conference spaces.
• Maintain accurate IT asset inventory records and perform periodic inventory audits.
• Coordinate warranty claims, repairs, and equipment replacements with hardware vendors.
• Create and maintain knowledge base documentation and contribute to continuous process improvement initiatives.
• Escalate infrastructure, network, systems, or security-related issues to the appropriate IT teams when required.

Job Requirements

Minimum Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered.
• 2–4 years of desktop support experience in an enterprise environment supporting 500+ users.
• Experience supporting Microsoft Windows and macOS in a managed corporate environment.
• Working knowledge of iOS and iPadOS devices.
• Experience administering Microsoft Intune, BigFix, or similar endpoint management platforms.
• Proficiency with Microsoft 365 applications.
• Experience working with Jira Service Management or a comparable IT Service Management (ITSM) platform.
• Experience using remote support tools such as ConnectWise Control or equivalent.
• CompTIA A+ certification or another comparable entry-level IT certification.
• Strong written and verbal English communication skills.

Preferred Qualifications

• Bachelor's degree in Information Technology or a related discipline.
• Experience supporting Microsoft Teams Rooms and audiovisual technologies.
• Experience managing hardware lifecycle, asset inventory, and warranty processes.
• Experience contributing to IT documentation, knowledge management, and process improvement initiatives.
• Additional Microsoft, Apple, or endpoint management certifications.

Functional and Behavioral Skills

Functional Skills

• Desktop hardware and software troubleshooting.
• Microsoft Windows, macOS, iOS, and iPadOS administration.
• Microsoft Intune and endpoint management.
• BigFix or equivalent endpoint management platforms.
• Microsoft 365 administration and support.
• Jira Service Management (or equivalent ITSM platform).
• Remote support technologies.
• Hardware deployment, imaging, configuration, and lifecycle management.
• IT asset inventory management.
• Printer and audiovisual equipment support.

Behavioral Skills

• Excellent customer service orientation.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Self-motivated with the ability to work independently.
• Highly organized with excellent time management skills.
• Collaborative team player with the ability to work across global teams.
• Adaptability and ability to prioritize multiple requests in a fast-paced environment.
• Continuous improvement mindset and attention to detail.

Physical Demands

• Ability to lift and move equipment weighing up to 50 pounds (23 kg).
• Ability to stand, walk, bend, and move equipment for extended periods as required.