Senior Service Desk Support

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.

As a Sr. Service Desk Support Technician at Entrata, you will support Entrata employees with hardware, software, and network-related issues. You will work closely with cross-functional teams and provide excellent customer service while maintaining a high level of technical expertise.

This role requires strong communication skills, problem-solving abilities, and a customer-centric approach to resolving issues. This role is full-time in-office, minimum of two service desk support agents must be in the office each business day.

Responsibilities will include

• Provide support for Entrata employee hardware, software, and network issues via web conferencing, phone, IM chat, email, and in-person.
• Configure, update, install, and reformat both Windows and MacOS laptops and the required software
• Ship and receive hardware to and from remote Entrata employees
• Support in-office conference room hardware and events, and provide employee training when necessary
• Configure and support peripheral devices such as monitors, printers, adapters, etc.
• Seek to provide excellent customer service with one-touch resolutions whenever possible
• Act as the first escalation point for Service Desk ticket escalations and help fill in coverage gaps for the team as needed
• Own IT incidents from ticket open to ticket close, collaborating with cross-functional teams to resolve complex technical issues while remaining a primary point of contact for the employee
• Adhere to ticket SLAs and keep documentation up to date, adding new documentation for issue resolutions when needed
• Comply with written and technical IT & Security policies and procedures
• Identify recurring trends or spikes in inbound tickets and escalate when necessary for root cause analysis
• Suggest improvements to processes and procedures where appropriate to optimize team efficiency
• Contribute to the helpdesk AI knowledge base, adding content, modifying content, and training AI to provide better and more efficient responses.
• Participate in team meetings, team and individual trainings, and continuous improvement initiatives

Minimum Qualifications

• 3-5 years of proven experience providing desktop support in a professional environment.
• Experience supporting employees in a hybrid working environment (both in-person and remote employee support).
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
• Basic networking knowledge of DHCP, DNS, and IP Addressing
• Ability to work flexible days in the office and remotely, based on company needs. Participate in weekend and US Holiday support rotation.
• Able to work independently and prioritize tasks in a fast-paced environment
• Familiarity with MacOS, Windows PC, Google Workspace, Okta SSO, A/V conference room hardware and software, and Active Directory

Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.