Technical Support Specialist

LocationBrookfield Chicago - 350 N Orleans Street, Suite 300BusinessAt Brookfield Properties, we believe retail should be anything but typical. It’s why we’re integrating shopping, dining, entertainment, and more to reimagine retail experiences everywhere. Because for us, retail isn’t just about managing properties or redeveloping malls. It’s about creating inspiring spaces that draw consumers in. It’s about helping our tenants build their brand in a big way. It’s about contributing to our communities. And, more than anything, it’s about bringing people together.If you’re ready to be a part of our team, we encourage you to apply.Job DescriptionPosition SummaryWe believe retail should be anything but typical. It’s why we’re integrating shopping, dining, entertainment, and more to reimagine retail experiences everywhere. Now, more than ever, technology is shaping how we accomplish these goals. This is an opportunity to be part of a Service Delivery team with inspired professionals who architect, develop, and support technologies that provide innovative, valuable, and meaningful experiences to our business users and retail community.We are looking for a professional with exceptional customer service skills and strong technical abilities. The team implements and supports technologies across the organization, ensuring our existing hardware and applications are being maintained to provide maximum productivity. We identify trends and process improvements that enhance experiences and provide new and innovative ways to deliver technical support via self-service and automation.This position on the Service Delivery team offers a unique opportunity to support and administer applications such as ServiceNow, Salesforce, JD Edwards, Alusta Basware, Proliance, DocuSign, Azure, Intune, Jamf, PrinterLogic, and SCCM. This provides tremendous growth opportunities and contributes to career progression within our larger IT department. We supplement the exposure to these systems with official training via PluralSight and/or other traditional technical boot camps.Responsibilities• Work in an environment that is 45% call queue phone support, 45% non-call queue support, 5% project based work, and 5% training and development• Service Desk shifts are 7AM to 4PM, 8AM to 5PM, 8:30AM to 5:30PM• The development of knowledge base articles, incident classifications, and virtual agent conversations in ServiceNow• Extensive support with Dell hardware repairs & Dell tech direct, Windows 10 & associated applications, iOS, and Office 365 products• Use ServiceNow to track, record, and maintain all Incident and Request management while maintaining internal and customer facing documentation in the Knowledge Base• Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action• Evaluates system potential by testing compatibility of new programs with existing programs and operating systems• Work with external vendors to resolve technical issues beyond the skill set of immediate responsibilities• Provides technical support for smooth execution of department/companywide meetings, events, and conferences• Evaluate documented resolutions in ServiceNow and analyze trends for ways to prevent future problems• Strategic with technology and pro-actively come up with suggestions to improve their environmentQualifications• High School Diploma or GED required• 2 years of experience in an IT support role• Experience being in a call queue is a plus• ServiceNow experience preferred• Excellent knowledge and understanding of information technology principles in an ITIL environment• Highly self-motivated with the ability to react to high pressure dynamic changing environments that require effective prioritization• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills• Experience working in a team-oriented, collaborative environment that often requires working with resolver groups outside of Service Delivery to solution and resolve problems• Excellent communication, verbal, and writing skills• Ensure that the IT department is consistently projected in a positive way with business usersBenefit Information• Competitive compensation• Medical, Dental and Vision beginning day 1• 401(k) Company matching• 401(k) Vests on Day 1• Career development programs• Charitable donation matching• Generous Paid Time Off (vacation, personal holidays, paid sick time)• Paid Volunteer Hours• Paid Parental Leave• Family planning assistance including IVF, surrogacy and adoption options• Wellness and mental health resources• Pet insurance offering• Childcare Assistance• Commuter benefits• A culture on our values of Act with Integrity, Build Mutual Trust, Take Initiative and Win Together.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.#BPR