IT Help Desk Support Specialist

About Resident Interface

Resident Interface is the industry leader in delinquency management for the rental housing market. Through our brands Possession Partner (Evictions), Resident Advocate (Pre-Collections), and Hunter Warfield (Collections) we deliver a unified platform that helps property owners and managers recover revenue, stay compliant, and protect their communities.

With over 40 years of experience, $billions recovered nationwide, and operations across all 50 states, Resident Interface combines technology, transparency, and expertise to transform the way property owners manage delinquencies from the first missed payment to final resolution.

Learn more at www.residentinterface.com

About the role

We are seeking an IT Help Desk Support Specialist for a Full Time position. This role

will be responsible for providing advanced technical support to end-users and troubleshooting

complex issues. This individual will play a key role in ensuring that desktop systems, applications,

and network operations run efficiently and securely in a highly regulated environment.

What you'll do

PRIMARY RESPONSIBILITIES:

• Serve as the escalation point for Tier 1 and Tier 2 support issues.
• Provide advanced troubleshooting and resolution for hardware, software, network, and
• application issues.
• Maintain and support endpoint devices including desktops, laptops, printers, and VoIP
• systems.
• Administer user accounts, permissions, and Active Directory group policies.
• Support remote employees via remote access tools and ensure VPN and secure access
• compliance.
• Document issues, resolutions, and updates in the help desk ticketing system.
• Develop and update internal IT documentation and knowledge base articles.
• Ensure compliance with data security and privacy regulations specific to the debt collection
• industry (e.g., FDCPA, PCI-DSS).
• Assist with onboarding/offboarding of employees, including hardware setup and account
• provisioning.
• Participate in IT infrastructure projects, upgrades, and process improvement initiatives.
• Mentor junior support staff and assist with training on new tools and technologies.

Qualifications

• Bachelor's degree in relevant field or four years of equivalent experience preferred.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern
• Desktop Administrator) or experience.
• 1+ years of experience in IT help desk or technical support roles.
• Strong understanding of Windows desktop OS, Microsoft 365, Active Directory, Amazon
• Web Services, and common enterprise applications.
• Familiarity with security and compliance standards, preferably in finance or debt collection
• industries.
• Excellent communication and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to talk and hear. The employee is may

be required to walk, climb stairs and lift/carry objects of up to 40 pounds. The employee is also required to have better than average dexterity to use hands to, handle, or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is exposed to moving mechanical parts and the risk of electrical shock from office equipment and related items. The noise level in the work environment is usually quiet to moderate.

WORK HOURS: Minimum of Forty (40) hours per week. Actual daily hours will be assigned by senior management and will normally be between 8:00 A.M. and 5:00 P.M. Additional hours as needed for training, meetings and special projects or to meet deadlines and commitments.

OTHER REQUIREMENTS YOU WILL BE EVALUATED ON INCLUDE:

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.