Job Description

Purpose:

As a Helpdesk Support Specialist, you will be the first point of contact for employees seeking technical assistance. Your primary responsibility is to provide prompt, professional, and effective support for hardware, software, and network-related issues, ensuring minimal downtime and maximum user satisfaction.

This role supports the overall technology strategy and streamlines business processes across the main offices and field site locations for National Storage Affiliates, which includes 900+ self-storage stores managed by NSA. This role will work in various areas, including front-end web technologies, integrations, supporting technology projects, and the service desk.

In this role with the NSA, you will report to the Senior Manager of IT to support multiple technology development initiatives. You will also be supported by internal and external teams, as well as external vendors that provide technology assistance to operations.

This position will work a 1 in 4 Saturday rotation.

Reports To: Senior IT Manager

Compensation Range: $56,500 - $65,000 Base + Bonus

Duties and Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via the helpdesk ticketing system, phone, or email, including in-person support for office coverage of the corporate building.
• Diagnose and resolve technical hardware and software issues, including operating systems, applications, printers, and network connectivity.
• Escalate complex issues to appropriate IT staff or third-party vendors as necessary.
• Document user interactions, technical issues, and resolutions accurately in the ticketing system.
• Assist in onboarding and offboarding employees, including setting up workstations, laptops, cell phones, user accounts, and access rights.
• Maintain inventory of IT equipment and ensure asset tracking is up to date.
• Educate users on best practices for cybersecurity, software usage, and system troubleshooting.
• Collaborate with other IT team members on projects and initiatives.

Education and Experience:

• Associate’s degree in information technology, Cyber Security, or related field; or equivalent work experience.
• 1+ years of experience in a helpdesk or technical support role.
• Familiarity with Windows/Mac OS environments, Microsoft 365, Active Directory, and common IT support tools.
• Strong problem-solving, communication, and customer service skills.
• Ability to prioritize tasks and work under pressure in a fast-paced environment.
• Strong knowledge and understanding of Win11, Office 365.
• Experience with Atlassian Cloud applications like JIRA and Confluence.
• Azure and Microsoft 365 experience.
• JIRA (Atlassian) certification is a plus.
• IT operations experience.
• Ability to learn new technologies quickly and manage multiple projects at once.
• Attention to detail, commitment to quality, and customer service.
• Bachelor’s degree in information technology, Cyber Security, or related field; or equivalent work experience.
• Experience with API integration with internal and external systems is a plus.

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