At Bedrock Property Management, we do things a little differently. We're not your ordinary property management group and pride ourselves on doing business with smarts while being unexpected. We thrive on showing investors, customers, and residents that property development & management doesn't have to be boring. Most property management companies refer to the team that keeps things running smoothly as "maintenance", but we are NOT most property management companies. Bedrock focuses on providing the best service to our residents and our owners!
Bedrock Property Management Purpose and Core Values:
The relentless focus on genuine care and standards of excellence for our residents, guests, and clients is our highest mission. Our common purpose is to make a meaningful impact in the lives of others through selfless service.
Our Core Values:
Win As One: We treat everyone with respect, kindness, and empathy. Harnessing cross-functional collaboration, we elevate success, understanding the principle ‘good for the hive, good for the bee.’
By Any Means: No matter the ask, we find a way and take total ownership to make it happen. We Forget The Ordinary, by making the impossible ideas possible, consistently going above and beyond, without compromising integrity.
Continual Growth: We seize every opportunity to grow and develop as individuals, employees, and as a company.
Be Clear, Be Kind: We believe in the kindness of clarity, courageously embracing hard conversations to advance together with shared understanding and transparency.
POSITION SUMMARY:
Bedrock's IT Support Specialist serves as the primary point of contact for employee technology support and is responsible for delivering exceptional customer service while maintaining company technology systems. This role provides first-line technical support across a broad range of hardware, software, networking, cloud, and business applications while assisting with endpoint management, user administration, cybersecurity initiatives, onboarding/offboarding, and IT operational processes.
The ideal candidate is customer-focused, technically versatile, highly organized, and comfortable supporting a wide variety of technologies in a fast-paced environment.
KNOWLEDGE, SKILLS and ABILITIES:
- Strong verbal and written communication skills with the ability to work effectively with employees, leadership, and vendors.
- Excellent organizational, time management, and customer service skills.
- Experience providing technical support in both remote and onsite environments.
- Ability to troubleshoot and support Microsoft Windows, Microsoft 365, desktop hardware, mobile devices, printers, and business applications.
- Working knowledge of user account administration, endpoint management, and device provisioning.
- Familiarity with networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
- Experience with Microsoft 365 administration, including Outlook, Teams, SharePoint, Entra ID, Intune, and related cloud services.
- Strong problem-solving skills with the ability to prioritize, troubleshoot, and resolve technical issues efficiently.
ESSENTIAL JOB FUNCTIONS:
End User Support
- Serve as the first point of contact for IT support requests via Jira, email, phone, remote support tools, and in-person interactions.
- Diagnose, troubleshoot, and resolve technical issues related to:
- Microsoft Windows 10 and 11
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Desktop and laptop hardware
- Mobile devices
- Printers, scanners, and peripherals
- VPN, Wi-Fi, and basic network connectivity
- Business and SaaS applications
- Deliver exceptional customer service through timely communication, follow-up, and issue resolution.
- Escalate complex issues to senior IT staff or vendors as appropriate.
Service Desk and Documentation
- Log, prioritize, track, and resolve support tickets in Jira in accordance with established service levels.
- Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
- Create and update knowledge base articles, procedures, and support documentation.
- Identify recurring issues and communicate trends or systemic concerns to IT leadership.
Endpoint and Asset Management
- Configure, deploy, maintain, and support company-issued computers, mobile devices, and related technology equipment.
- Perform operating system installations, software deployments, updates, and user profile configurations.
- Manage hardware inventory, asset tracking, equipment refreshes, replacements, and returns.
- Coordinate repairs, warranty claims, and vendor support requests.
User Administration and Access Management
- Provision, modify, and disable user accounts and access rights in accordance with company policies.
- Support Microsoft 365 account administration, distribution groups, shared mailboxes, and application access.
- Assist with onboarding and offboarding activities, including account setup, equipment deployment, and access removal.
- Ensure access permissions are assigned appropriately based on business requirements and security standards.
Infrastructure and Security Support
- Perform routine system health checks, software updates, patching, and basic maintenance activities.
- Assist with endpoint security, Microsoft Defender, Intune, and identity management activities.
- Support basic networking functions, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity troubleshooting.
- Assist with cybersecurity, compliance, and operational IT initiatives as assigned.
Additional Responsibilities
- Participate in IT projects, technology rollouts, and process improvement initiatives.
- Maintain awareness of emerging technologies and support best practices.
- Perform other duties as assigned.
SPECIFIC EDUCATION OR EXPERIENCE:
- Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent experience.
- 2+ years of hands-on experience in a help desk, desktop support, service desk, or IT support role.
- Strong experience supporting Microsoft Windows 10 and 11 environments.
- Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
- Familiarity with Microsoft Entra ID, Intune, Microsoft Defender, and endpoint management concepts preferred.
- Experience with ticketing systems such as Jira, ConnectWise, ServiceNow, or similar platforms.
- Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking.
- Experience deploying and supporting desktop hardware, laptops, printers, mobile devices, and peripheral equipment.
- Experience supporting SaaS applications and cloud-based business systems.
- PowerShell experience preferred but not required.
- CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent certifications preferred.
- Strong customer service, communication, problem-solving, organizational, and multitasking skills.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Frequently sit, stand and walk.
- Regularly required to talk or hear.
- Frequently required to use hands or fingers to handle or feel objects, tools or controls.
- Occasionally required to climb or balance, stoop, kneel, crouch or crawl.
- Occasionally lift and/or move up to 25 pounds.
- Vision abilities include close vision, distance vision, peripheral vision and the ability to adjust focus.
- The noise level in the work environment is usually moderate.
- Temperature in the workplace is typically moderate, though the ability to withstand seasonal cold and heat of the outdoors is necessary.
TRAVEL REQUIREMENTS:
- Travel unlikely for this role; however, 5% travel to assigned sites locally, as needed.
The Bedrock Experience
We're creating a different kind of company at Bedrock. We promise we will never be ordinary, which we hope you can see by this job description. At Bedrock, you will be pushed to accomplish more than you ever thought possible. You will be challenged by your team leader and your peers to achieve more and to find better ways and do your best work. If you believe in yourself, enjoy a challenge, and appreciate working with exceptional people, then Bedrock could very well be the last company you ever work for.
Bedrock Property Management is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
