Digital Experience Technician

The RMR Group•Atlanta, GA

5d•$60,000 - $80,000•Onsite

About The Position

The Digital Experience Technician is a member of our customer-facing Employee Digital Experience (EDX) team and a first point of contact for technology assistance. EDX is one of four groups in Technology & Innovation (T&I), the department using technology, data, and AI to transform how we operate. We support 800+ internal customers nationwide, across our Corporate and Regional offices and our commercial and residential property sites. We work closely with Infrastructure and with T&I's other groups: Real Estate Technology; Enterprise Apps, Data & AI; and Security, Networking & Compliance. Our goal is to exceed customer expectations in a timely manner. We own results, not just activity. Success means fewer tickets employees need to open, time saved, faster decisions, and less risk. For a Technician, that means being the reliable go-to person for the fundamentals. This is a great opportunity for the right individual to grow with a department investing in AI and innovation.

Requirements

2+ years of technology support experience is typical. Skills can come from support work, an internship, school, military service, a home lab, or self-study.
Ability to troubleshoot Windows and macOS
Working knowledge of iPhone and iPad
Experience with Microsoft Outlook and the Microsoft 365 suite, including Teams, OneDrive, and SharePoint
Basic networking concepts: IP addresses, DNS, Wi-Fi, and VPN
Familiarity with a service management tool, preferably ServiceNow, or the ability to learn one quickly
Comfort using AI tools, and curiosity about how they change support work
Demonstrated analytical and problem-solving skills
Customer service and time management skills, with a cheerful, patient, helpful demeanor
Ability to communicate effectively in writing and verbally, including clear ticket notes
Believes problems can be solved; experiments boldly, learns fast, and shares what works
Strong work ethic; reliable and collaborative
Discretion with confidential information

Nice To Haves

A bachelor's degree in computer science, Information Systems, or equivalent technical discipline is preferred.
CompTIA A+, Microsoft Certifications, or progress toward certifications
ITIL 4 Foundation
Exposure to Microsoft Intune, Windows Autopilot, Apple Business Manager, or Teams Rooms devices
Familiarity with asset management and software licensing compliance
Interest in automation, such as basic PowerShell
Customer-facing experience in any setting, such as retail tech support, hospitality, or a campus help desk

Responsibilities

Provide excellent customer support to our Corporate and Regional internal customers by phone, Teams chat, email, the ServiceNow portal, and walk-up
Assess and prioritize your daily ticket workload in line with best practice and established SLAs
Maintain excellent data quality in every ticket
Resolve documented issues on Windows and macOS laptops, iPhones and iPads, printers, peripherals, Microsoft 365 apps including Copilot, and basic Wi-Fi and VPN connections
Own customer issues from start to finish, collaborating with EDX peers or escalating to a higher-level EDX technician (up to the Principal EDX Administrator) with notes on what you checked and tried, so there are no cold handoffs
Escalate critical incidents to the Principal EDX Administrator and the EDX Sr. Manager, as needed
Keep customers updated and confirm the fix before closing a ticket
Verify identity before changing any account; the front line is a common target for social engineering
Process account requests in Microsoft Entra ID and Microsoft 365 following standard operating procedures.
Complete routine onboarding and offboarding
Deploy standard laptops and mobile devices with zero-touch provisioning (Windows Autopilot and Apple Automated Device Enrollment), following documented steps
Check device status in Microsoft Intune and run approved remote actions
Record every device assignment, swap, return, and disposal in ServiceNow
Inspect and reset returned equipment, then route it for redeployment, repair, or disposal
Run scheduled checks of Conference rooms (Cisco devices), so problems surface before meetings
Fix routine A/V, display, and meeting-join issues
Contribute to Knowledge Bases, drafting concise, coherent incident descriptions and resolutions for review before publishing
Use approved AI tools to speed up troubleshooting and documentation, within AI governance policies
Flag Knowledge Base articles and documentation that are outdated, unclear, or wrong
Raise recurring issues with ticket examples and recommend process improvements
Learn from EDX peers through shadowing and ticket reviews
Participate in T&I projects, such as device refreshes, office moves, and events, at the direction of senior team members
Additional responsibilities as assigned.

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life & Disability Insurance
Health Savings Account (HSA) & Flexible Spending Plans (FSA)
401(k) Plan with Employer Match
Holidays, Vacation & Sick Time
Parental Leave
Tuition Assistance
Matching Gift Program
Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance