Associate, IT Support Specialist

Are you looking to become an indispensable part of a stable and growing organization by taking ownership of the IT support function and adding valuable contributions to the company and its mission, while also supporting your own growth and career advancement? If so, then National Real Estate Advisors would like to hear from you! We are seeking an experienced, motivated Associate, IT Desktop Support Technician to join our friendly team, based in Washington, DC.National provides a challenging, rewarding and wellness-focused work environment, along with robust benefits and a company culture that includes strong worth ethic, respect, support and opportunity for all.

• Desktop support and incident management: Provide fast, effective, and customer-focused IT support services. Install, and configure computer systems and applications within the Company environment.
• Assist with hardware installations, software upgrades, systems integrations, and basic IT related issues. May require traveling to user’s locations or connecting via remote resources.
• Troubleshooting: Day-to-day oversight of all user incidents, troubleshooting, and coordination efforts to resolve all events in a timely manner. Review and escalate all helpdesk operations as needed.
• Recordkeeping: Identify, log, and resolve technical desktop support events, analyzing data and information to identify potential system improvements.
• User training and education for hardware, software, and peripheral devices (e.g., laptops, telephony, wireless networks). Collaborate to creating user trainings, resource guides, and program procedures.
• Support the day-to-day activities of the Company’s information technology operations consistent with internal policies and external regulatory requirements. Perform in a hands-on capacity, addressing physical technology challenges in National’s offices, server rooms, or user resources.
• Document and Records Management of the firm’s digital and physical documents and records pertaining to National’s technology program (i.e., projects, maintenance activities, reports, audits, etc.). Oversee the technology related network drive architecture and perform related duties, as needed. Support activities related to technology privacy protocols. Ensure that confidentiality and privacy of data is maintained at all times.
• Asset and inventory management: As directed, procure and decommission hardware, software, and peripheral device components to proactively optimize resource allocation, cost effectiveness, performance efficiency, scalability, and integration flexibility.
• User onboarding, offboarding, and user changes. Includes activities such as provisioning and decommissioning new user devices, execution of access rights and controls, and user education and training.
• Vendor Management: Support the administrative management of third-party IT vendors in accordance with National’s vendor management policies and procedures.
• Support activities related to business continuity, disaster recovery, and incident response activities (e.g., planning, testing, backup, system security) to proactively prevent and recover from delays, outages, and incidents.
• Support managing the corporate annual IT Operations Budget; tracking and verifying expenses, and identifying opportunities to achieve efficiencies and cost effectiveness.
• Uphold meticulous recordkeeping practices, inventorying all data, information, and equipment ensuring that documentation is preserved in accordance with policy and regulation, and available for regulatory inquiries or examinations in real-time. Perform systematic record retention, protection, retrieval, transfer, and disposal of records.
• Demonstrate commitment to National’s Sustainability Policy and best practices where feasible.
• Remain current in emerging technologies while understanding industry standards, compliance requirements, and best practices.

• Completed undergraduate degree in either information systems or computer science is required. Help desk certifications credentials (i.e., CompTIA A+, ITIL Foundation, Microsoft, etc.) are a plus.
• At least three (3) years of hands-on experience working proficiently as a desktop support engineer or support technician performing basic IT operations and administrative tasks in: i) hardware and network troubleshooting, ii) security, iii) networking, iv) software troubleshooting, v) windows operating systems, vi) hardware, vii) mobile devices, viii) operating systems, and ix) enterprise level operational procedures.
• Self-motivation and initiative to maximize “on-the-job” training opportunities and the aptitude to continue to acquire this specialized knowledge and skill set.
• Extensive knowledge of home and office systems, advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals, popular operating systems, software applications, and remote connection systems.
• Preference to have specialized entry level knowledge of technology governance frameworks, information systems, and project management. Experience in financial services compliance standards a plus.
• Consistently demonstrate a customer service focus, remain committed to the success of the organization and the satisfaction of a diverse user base, with a variety of needs and problems to solve.
• Excellent interpersonal communication and organizational skills are required, along with enthusiasm and flexibility to thrive in a client-facing atmosphere of constant change and rapid growth.
• Must be hands-on and able to successfully work independently and collaboratively in a fast-paced, complex professional business environment with the ability to prioritize and successfully work on concurrent projects/tasks.
• Ability to apply technology regulations, policies, standards, and guidelines, as directed, and to translate and memorialize mandates into realistic and practical business applications.
• Strong analytical, organizational, critical thinking, and time management skills with a high attention to detail.
• Exceptional written and verbal communication and presentation skills, including the ability to interpret and articulate mandates.
• Self-motivation and self-confidence to effectively engage with and earn the trust and confidence of senior management.
• Consistent demonstration of trustworthiness, candor, cultural awareness, and the highest ethical standards are required.
• Must have a strong work ethic, be effective in ambiguous situations, and remain committed to meeting deadlines.
• Entrepreneurial spirit, intellectual curiosity, and business acumen, while applying sound judgement and inspiring others to perform in a fast-paced, complex professional business environment.
• Proficiency in Microsoft Office Word, Excel, Outlook and Power Point and Adobe is required, along with an aptitude for learning new technology applications.
• This position requires applicants to be authorized to work in the United States.

• This job primarily operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. This role requires some lifting and moving of computer or other technology equipment, necessitating the ability to lift and carry up to 20 pounds. In addition, filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool, as necessary.
• Remote work is not offered for this position; however, minimal travel is expected.