• Job Description

  Req#: R0003700

  Technology Department

  Technology Department Vision: To establish and maintain secure technology systems and practices that promote continual improvement of processes, policies, and platforms to meet the changing needs of our employees, customers, and investors.

  Job Description: Help Desk Technician

  Reporting: Position reports to Vice President, Director of Technology

  CWS Portfolio: 105 properties, 30,000+ A units in North Carolina, Georgia, Texas, California, Colorado, Arizona, Washington and Tennessee. CWS expects the portfolio to grow to 150 properties in the next seven years.

  Employee Responsibility: No direct reports

  Location: Austin, Texas

  CWS Purpose: “Enhancing Lives the CWS Way”

  CWS Values:

  Honoring Our Word Do what you say you will do.

  Employ thoughtful and careful consideration when making a commitment.

  • Take ownership of your commitment.
  • Follow through on promises consistently.

  Ethical Dealings are Paramount Do the right thing all the time, every time.

  Be open and honest in all situations, especially when it’s difficult to be so.

  • Respect confidentiality and protect privacy.
  • Put other employees, residents, and investors before yourself.
  • Charge fair and appropriate fees to our investors.

  A Respect for People Treat others the way you want to be treated.

  Use honest, thoughtful, and specific communication.

  • Be responsible for how you are heard.
  • Be transparent and inclusive.
  • Share information timely and consistently.
  • Have empathy — search for the truth and be intentionally slow to understand.

  Requirement for Profitability and Sustainability

  Bring value to our employees, residents and investors in a company designed for the long term.

  • Promote mindful spending.
  • Be efficient.
  • Be forward thinking.
  • Grow with courage.
  • Be team oriented.

  A Demand for Excellence with a Sense of Urgency

  Be intentional. Be accurate. Be timely. CARE.

  Go above and beyond.

  • Get after it.
  • Hold yourself and each other accountable.
  • Inspect what you expect.
  • Communicate what matters most.
  • Delight the customer

  What You Will Do

  The Enterprise Applications Analyst is responsible for supporting various systems, hardware, and software utilized across the CWS business. Some examples of areas they are required to support will include, but are not limited to: telephony, email, network access and security, software for single sign-on, procurement, and on-boarding equipment, roles, and rights for new employees. This individual will fix things that are broken, provide great customer service, respond to questions, and provide solutions to issues as they arise with the various software. At the request of the Director of Technology, they will perform tasks necessary for acquiring or disposing of a property.

  Align with and positively influence the CWS Culture.

  • As a member of the corporate office, embody and promote the CWS Purpose and Values.
  • Provide excellent internal customer service to peers, properties, and departments.

  Participate in the setup and deployment of companywide systems, hardware, and software for new properties, as well as the termination of these items for dispositions.

  • Assist with the setup, launch, and day-to-day support of standardized communication systems such as: property and corporate office interactive voice response (IVRs), voicemails, Mitel (VoiP), Microsoft Teams, Microsoft Outlook, signature lines, Zoom, and other video or virtual conferencing systems.
  • Assist with the setup, launch, and day-to-day setup and deployment of single sign-on system and ensure functional access to applications necessary for all property team members to complete their work.
  • Ensure hardware and systems are ordered and installed on Day One of takeover. This may include, but are not limited to: printers, computers, televisions, telephones, access systems (FOBs), routers, access points, firewalls, music, eFax, and copy machines.
  • Execute project plans within takeover or disposition timelines.
  • Terminate use of and access to various systems and hardware under CWS management as required at disposition. Also, provide status updates or reporting as needed to other departments for effective dispositions.
  • Incorporate CWS policies, procedures, and practices within the assigned applications.

  Support day-to-day activities and integrations for CWS core systems, hardware, and software such as: IVRs, Mitel/VoIP, Microsoft 365 Suite, Citrix, Zoom, OKTA, Zen Desk, Computer & Equipment Purchasing, property technologies on-site e.g., routers, access systems, video cameras, and the like, and general company hardware e.g., computers, printers, copy machines, keyboards, microphones, speakers, cameras, and mice.

  • Complete Helpdesk tickets promptly and thoroughly.
  • Fix things that are broken.
  • Maintain security and other CWS conventions, practices, and roles/rights standards when completing daily work.
  • Ensure new employees and new properties have functional access to all hardware and software they need on Day One of their employment.
  • Escalate security concerns as-needed to the Director of Technology.
  • Collaborate effectively with team members within the department, in other departments, and with property-based personnel.

  Qualities

  • Excellent customer service mindset
  • Good writing skills
  • Self-starter

  Requirements

  • Completion of high school or equivalent level of education required
  • Full-time work required

• About the company

  At CWS Apartment Homes we are dedicated to providing the best in apartment homes. To learn more about our apartment communities, please visit our website.

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