Technical Support Specialist

Technical Support Specialist

Location: Wells Fargo Center - 333 S Grand Ave, Suite 300

Job Description: We are seeking a technically adept and customer-focused professional to join our Service Delivery team. This position plays a critical role in maintaining the productivity of end users by supporting enterprise applications and hardware across the organization. The Technical Support Specialist will help ensure the performance and stability of essential systems and tools, while identifying opportunities to improve processes, automate solutions, and enhance user experience.

This role offers hands-on experience with enterprise applications including, but not limited to, Windows 11, Office 365, and Intune. Exposure to these platforms is supplemented by structured learning opportunities including LinkedIn Learning and technical boot camps, providing a strong foundation for career progression within IT.

Responsibilities:

• Provide comprehensive end-user support in an environment structured around 35% phone support, 55% off-phone tasks, 5% project involvement, and 5% training and development.
• Service Desk shifts: 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, and 8:30 AM–5:30 PM.
• Deliver remote support using industry-standard tools to resolve technical issues efficiently.
• Create and maintain knowledge base articles, incident categorizations, and virtual agent content within ServiceNow.
• Provide extensive hardware and software support for Windows 11, iOS, Android, Lenovo, Mac OS, and Office 365 in conjunction with tools like Dell TechDirect.
• Utilize ServiceNow for full lifecycle management of Incidents and Requests, ensuring thorough documentation and knowledge sharing.
• Gather and analyze data to inform technical decisions and recommend practical solutions to improve system performance.
• Evaluate software and hardware compatibility to support system upgrades and application rollouts.
• Engage with external vendors for escalated issue resolution beyond internal support capabilities.
• Provide technical support for companywide meetings, events, and conferences to ensure seamless execution.
• Monitor ServiceNow trends and resolution history to identify and recommend preventative measures.
• Contribute to a culture of innovation by proactively identifying opportunities to optimize the user support experience.

Qualifications:

• High School Diploma or GED required.
• Minimum of 2 years of experience in an IT support role.
• Experience working in a call queue environment is a plus.
• Familiarity with ServiceNow preferred.
• Demonstrated understanding of IT concepts and processes within an ITIL framework.
• Self-motivated with strong problem-solving skills and the ability to adapt in dynamic, fast-paced environments.
• Strong interpersonal skills with an emphasis on active listening, communication, and user rapport-building.
• Proven ability to collaborate effectively across technical teams and resolver groups.
• Excellent verbal and written communication skills.
• Commitment to representing the IT department professionally and positively in all business interactions.
• General awareness of cybersecurity best practices and ability to provide basic guidance to end users.

Your Career @ Brookfield Properties:

At Brookfield Properties, your career progression is important to us. As a successful employee, you will have the opportunity to grow within your team, department, and across the Brookfield organization. Our leadership teams are dedicated to the accomplishments of their employees. We also invest time into training and developing our people. We take pride in knowing that 70% of our employees have more than 5 years of tenure. End your job search and find your career today, at Brookfield Properties.

Why Brookfield Properties?

We imagine, create, and operate on a foundation of values to build a better world, together. Brookfield Properties strives to create spaces where going to work never feels routine. As a Brookfield Properties employee, you will enjoy many benefits such as 401K matching, tuition reimbursement, summer Fridays, paid maternity leave, and more. There is also a generous employee referral program because we want our existing team members to help us build a more diverse workplace through their networks.

Compensation & Benefits:

Salary Type: Non-Exempt (Overtime eligible) Pay Frequency: Bi-weekly Annual Base Salary Range: $62,000 - $72,000 Medical & Pharmacy Coverage: Yes, under Brookfield Medical Plan Dental Coverage: Yes, under Brookfield Medical Plan Vision Coverage: Yes, under Brookfield Medical Plan Retirement: 401(k) Insurance: Employer-paid life & short/long term disability

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

#BPUS

At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 1100 properties and 390 million square feet of real estate across the globe. It's a feat that wouldn't be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don't simply meet the needs of our tenants, residents, and communities — but exceed them, every day.