IT Support Technician II at BH Management Services, LLC in Des Moines, Iowa

Job Description:

At BH Management Services, we are committed to creating value. We acquire, improve and manage apartment communities, and our success in this endeavor is evidenced by our growth from a start-up firm in 1993 to one of the largest multi-family management companies in the nation. BH understands that great customer service is what keeps residents satisfied, and that great service comes from engaged, happy and well-trained team members. In 2018 and 2017, BH was ranked as one of FORTUNE magazine and Great Place to Work’s "Best Workplaces for Women." BH was also ranked in 2018 and 2020 as one of the "Best Workplaces for Millennials.” In addition, in 2019, BH was named to the 100 “Best Workplaces for Diversity.” We continue to recognize that we are only as strong as each individual employee and we value our employees by providing a strong benefit package:

• 3 Weeks of Paid Time Off


• Medical/ Dental/ Vision


• 401(k) + company match


• Birthday Paid Day Off


• BH Gives Back (Paid Volunteer Time Off)


• 12 Paid Holidays


• BH Paid Leave


• Sabbatical


• Education Reimbursement


• Employee Assistance Program

"This position will work at our Corporate Offices at least 1 week per quarter"

Under indirect supervision an IT Support Technician II is responsible for providing timely intermediate support to all internal and remote end-users on a variety of workstation, hardware, software, network and peripheral devices within set company standards and guidelines.  Cross trains with other team members.  Established escalation point for intermediate tickets. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner.

Essential Job Functions:

• Provides intermediate level support by utilizing the help desk ticket management system, including remote support, to install, configure, test, and troubleshoot workstation, hardware, software, tablets, and peripheral devices. Tracks service request progress from creation through resolution.


• Escalates complex tickets.


• Maintains BH Service Level Agreement (SLA) standards.


• Maintains accurate and up-to-date inventory of computer and peripheral related equipment.


• Assesses systems to ensure compliance with company guidelines and policies.


• Creates and updates knowledge-based WIKI articles.


• Provides training assistance to internal and remote employees on use of equipment and general IT related policies and procedures.


• Other duties and special projects as assigned

Minimum Qualifications/Skills:

• High School Diploma and 2-3 years’ experience in field or related area


• One (1) year help desk support experience


• Intermediate level computer and Microsoft desktop technology experience


• Strong troubleshooting, problem-solving and support skills


• Experience in business network troubleshooting, implementation, and VPN configuration


• Intermediate knowledge and experience in supporting operating systems, networks, hardware, software protocols and standards, etc.


• Ability to work with clients remotely with or without remote assistance software


• Ability to maintain a 90% or higher Service Level Agreement (SLA)


• The ability and means to travel up to 5% locally, overnight, in specific regions or states via automobile and airplane may be required.


• Ability to work as needed, on-call, to assist with emergencies


• Excellent customer service, timely response and customer focus skills


• A positive, team-oriented attitude


• Ability to work with a diverse group of people in a collaborative environment


• Familiar with standard concepts, practices, and procedures


• Relies on experience and judgment to plan and accomplish goals

Desired Qualifications/Skills:

• Associate’s degree in technology related field


• Intermediate level knowledge troubleshooting connectivity related issues


• Experience in common IT security frameworks


• Experience with companywide implementations of technology

Work Schedule:   8am-5pm, Monday-Friday, or as needed to meet business needs; may require working hours outside normal business hours for on-call emergencies.

BH/B.HOM is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH/B.HOM a better place to work and live.