This role provides high-touch desktop and field support for Bell Partners' executive leaders, regional corporate offices, and more than 200 remote apartment community locations. Success in this position requires advanced support experience across both Windows and Apple/macOS platforms, coupled with the professionalism, discretion, and executive presence necessary to effectively partner with senior leadership. The individual will serve as a trusted resource for resolving complex technical issues, delivering exceptional customer service, and maintaining a seamless technology experience for end users. Responsibilities include managing incidents and service requests through ServiceNow, meeting established SLAs, maintaining clear and proactive communication, and supporting a secure, compliant endpoint environment using Bell's standard tools, processes, and controls.

Candidates must possess strong macOS support experience, which should be evident through their work history and technical qualifications listed on their resume.

Essential Job Functions and Responsibilities:

• Provide desk-side and remote support for Windows and macOS endpoints, including troubleshooting hardware, OS, and common business productivity tools.

• Intake, track, and resolve work via ServiceNow (incidents/requests), documenting troubleshooting steps, root cause, and final resolution; escalate appropriately when needed.

• Set clear expectations with end users on status, next steps, and time-to-resolution; communicate outcomes and confirm service restoration upon completion.

• Support Bell’s ITSM operating model, including consistent categorization and quality ticket documentation to enable reporting and continuous improvement.

• Perform endpoint provisioning and lifecycle support (configure/deploy new computers, re-image/rebuild as required), ensuring devices meet Bell security and compliance baselines.

• Support site connectivity and basic networking needs at corporate and community locations, including troubleshooting broadband circuits, LAN/Wi-Fi, and routing/firewall issues.

• Provision and support mobile devices and corporate phones; troubleshoot telecommunications issues including analog and VoIP where applicable.

• Support identity and access tasks aligned to Bell’s environment (user onboarding/offboarding and access changes routed through ServiceNow and integrated identity processes).

• Ensure endpoints remain protected and compliant (patching status, encryption posture, endpoint security controls) and promptly remediate issues that could increase cyber risk.

• Partner with the broader IT team on problem management (recurring issue identification, root cause contribution), knowledge sharing, and service improvements.

• Coordinate and track trouble tickets and service orders for internet and voice/telecom services at remote locations, including vendor engagement, scheduling, and follow-through to restoration.

• Participate in on-call/after-hours coverage rotation.

• Perform other assigned duties consistent with the role.

Additional Functions and Responsibilities:

• Additional duties as assigned.

Knowledge, Skills & Abilities:

• Strong experience supporting Windows and macOS in a business environment.

• Proficiency with modern endpoint management and compliance concepts.

• Demonstrated ability to manage workload through an ITSM with strong documentation and SLA discipline.

• Excellent customer service and communication skills (written and verbal), with the ability to translate technical issues into clear next steps for non-technical users.

• Working knowledge of TCP/IP, broadband connectivity, and troubleshooting firewall/router configurations in distributed locations.

• Understanding of telecom/voice systems (analog/VoIP) and the practical realities of supporting remote community sites.

• Comfort working in a security-forward environment that leverages modern security and compliance tools.

• Ability to follow security standards and participate in remediation activities that reduce endpoint risk (patching, access controls, encryption, and secure remote access practices).

• Strong analytical/problem-solving skills; high attention to detail; ability to prioritize in a high-volume support environment.

• Produces clear, accurate documentation (ticket notes/knowledge content) with strong attention to detail.

• Proven troubleshooting and root-cause thinking skills; able to research unfamiliar issues and drive to resolution or appropriate escalation.

• Demonstrated ability to learn new tools, processes, and technologies quickly and apply standards consistently.

• Demonstrates support of Bell Core Values and maintains a professional, respectful demeanor at all times.

Education and Background:

• College diploma or university degree in Computer Science/Information Systems (or related) and/or equivalent experience.

• Minimum 3 years of IT support experience required.

• Proficiency supporting macOS required.

• Experience with Nexthink Digital Employee Experience (DEX) monitoring, endpoint analytics, and proactive IT operations a plus. 

• Multifamily industry experience preferred.

• Relevant certifications preferred (e.g., ITIL, CompTIA, Apple, Microsoft).

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Compensation Range

Incentive compensation opportunities are available and are performance based.

About Bell Partners

Our purpose at Bell Partners is to create communities our residents are proud to call home. We currently own or manage over 85,000 homes in North America and continue to grow. Our people are the most important part of our company. We believe in building a culture that encourages our associates to invest in and serve one another, while pushing each other to take risks, allowing us to grow together and make a difference.

Join Bell to be a difference maker. Apply today!

Bell Partners reserves the right to amend this job description at any time. We are an Equal Opportunity Employer.