Desktop Support Technician at Prime Residential Property Management LP – San Francisco, California

About Prime: Prime Residential is an established owner and operator of more than 21,000 multifamily apartments and townhomes, providing appealing amenities and superior customer service in some of the most sought-after locations along the West Coast. We are committed to maintaining a richly diverse and inclusive company culture where all people feel welcomed and valued.

Location: This is a hybrid role officing out of our headquarters located in the Transamerica Pyramid Monday through Thursday, work from home on Friday.

Target Pay: $41.55 to $46.16 hourly + eligible for annual discretionary bonus

Role Overview: Prime’s Desktop Support Technician will support and maintain our computer systems, desktops, peripherals, and other network-connected devices. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. This superstar will also troubleshoot problem areas (in person, by telephone, or chat) in a timely and accurate fashion, and provide end-user assistance where required. You’ll be the friendly voice of Prime, providing world-class customer service, troubleshooting, and technical support. We’ll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs.

Who You Are:

• Strong problem solver with a passion for technology, able to analyze, isolate, and resolve complex technical issues across systems and applications.
• Customer-focused communicator who connects easily with end users and explains solutions clearly, patiently, and in a way tailored to each individual.
• Multitasking, results-oriented contributor who thrives in technical environments, delivers high performance, and measures success through customer satisfaction and outcomes.
• Self-driven “doer” who takes initiative with minimal direction, is accountable for commitments, and adapts quickly to change.
• Team-focused culture builder who values collaboration, feedback, inclusivity, and contributes to a positive, respectful workplace.

Role Responsibilities:

• Support development and implementation of new computer projects and new hardware installations.
• Provide training to end-users on company devices and software applications.
• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs.
• Conduct research on, and make recommendations for, hardware and software products in support of procurement and development efforts.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with technology team members to ensure efficient operation of the organization’s desktop computing environment.
• Where required, administer, and resolve issues with associated end-user workstation network and software products.
• Receive and respond to incoming calls, chats, and work orders regarding end-user issues in a timely manner.
• Participate in meetings and collaborate with the rest of the Technology Support Team
• If necessary, liaise with third-party support and other equipment vendors.
• Ability to assist with after-hours support coverage and occasional travel to off-site locations.
• Support IT onboarding and orientation for new hires, including device setup, system access, and initial application configuration.
• Perform related duties consistent with the scope and intent of the position.

• 5–7 years of professional technical troubleshooting experience or equivalent proven technical ability, with strong problem-solving and analytical skills.
• Expert knowledge of PC/desktop hardware and internal components, including extensive experience supporting, configuring, and repairing equipment and peripherals.
• Hands-on experience with M365, Intune, Azure Active Directory, desktop configuration, setup, and basic networking technologies.
• Experience supporting customers via phone, email, chat, and in person, with a strong customer-service mindset and ownership of end-to-end issue resolution.
• Strong communication skills, able to explain technical concepts clearly in business-friendly and user-friendly language and adapt style to different audiences.
• Ability to research, interpret, and apply technical information across operating systems, protocols, standards, tools, manuals, and OEM documentation.
• Self-directed and adaptable; able to multitask, manage competing priorities, and work independently in a fast-paced, changing environment, including after-hours support as needed.
• Physical and travel requirements: ability to sit/stand for extended periods; move, kneel, bend, reach, and operate office and technical equipment; view screens for long periods; and travel regularly to onsite, offsite, and remote locations for support, meetings, and training.

What We Offer:

• Generous Benefits: Comprehensive medical, dental, vision, and RX plans.
• PTO: Standard PTO plus 11 company holidays, 2 floating holidays, 1 birthday day-off, and 1 volunteer day-off.
• Retirement: 401(k) plan with company contribution.
• Tools Provided: Service team members are provided with tool kits.
• Career Growth: Prime Academy provides various development opportunities by position including foundational skills, technical skills, leadership essentials, and more.
• Education: Tuition reimbursement for continuous learning.
• Employee Housing Discount: Housing discount offered at Prime Residential properties.

JOIN OUR TEAM: If you are a dedicated professional with a passion for maintenance excellence and customer service, we would love to hear from you! Apply now to join Prime Residential and contribute to our vibrant community.

Privacy Notice: https://www.primegrp.com/ccpa-info-current-and-prospective-employees/

At Prime Residential, we celebrate and support diversity for the benefit of our employees, our business, and our community.

Prime is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Prime is also committed to compliance with all fair employment practices regarding citizenship and immigration status and, where applicable, pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

Regarding Prime Residential's Compensation Philosophy: The pay range for this position refers to what we reasonably expect to compensate for this role. Individual compensation is based on various factors, including experience, education, skillset, and geographic location. The specified range is reflective of the intended regional labor market.