Technology Support Specialist

As a Technology Support Specialist at Thompson Thrift, you’ll provide hands-on, in-house and remote IT help desk support that keeps our teams connected, productive, and equipped to do their best work. Based in Indianapolis, IN, this role supports the daily operation of Thompson Thrift’s information technology environment by troubleshooting hardware, software, systems, and device-related issues.

This Technology Support Specialist role is ideal for an IT professional with help desk experience, strong technical curiosity, and a service-first mindset. You’ll support team members across the organization while gaining exposure to systems administration, device management, Microsoft 365, networking basics, conference room technology, inventory management, and IT project support.

Why Thompson Thrift? Thompson Thrift is an integrated, full-service real estate company engaged in the development, construction, leasing, and management of high-quality multifamily communities nationwide. We’re committed to building exceptional places - and developing the people who make them possible.

At Thompson Thrift, you’ll find:

• Values-Driven Culture - Excellence, Service, and Leadership guide everything we do
• Career Growth - Training, mentorship, and long-term development opportunities
• Work-Life Support - Competitive benefits, flexibility, and wellness programs
• Real Impact - Hands-on involvement in industry-leading multifamily projects

Your Role as a Technology Support Specialist

As a Technology Support Specialist, you will provide technical assistance and help desk support for team members across Thompson Thrift. You’ll troubleshoot incoming requests related to computer systems, software, hardware, mobile devices, printers, scanners, and network connectivity while helping maintain a reliable and efficient technology environment.

In this role, you’ll support Windows, iOS/iPadOS, macOS, and Android environments; assist with new hire technology setup and orientation; help manage help desk tickets; and support documentation, inventory, training, and IT process improvements. You’ll also work alongside IT leadership and Systems Administrators on short- and long-term technology projects that support business operations., * Provide first-level technical support and exceptional customer service for computer hardware, software, operating systems, mobile devices, peripherals, and other end-user technology issues through the IT help desk.

• Install, configure, deploy, maintain, and troubleshoot company-issued Windows, macOS, iOS/iPadOS, Android, and other supported endpoint devices.
• Provision and support employee technology throughout the user lifecycle, including new hire onboarding, user account provisioning, password resets, equipment deployment, and offboarding activities.
• Configure, install, and troubleshoot printers, scanners, conference room technology, and other network-connected peripherals.
• Diagnose and resolve desktop, application, and basic network connectivity issues, escalating complex incidents to the appropriate IT team when necessary.
• Manage help desk tickets by accurately documenting issues, troubleshooting steps, resolutions, and escalation details while providing timely communication and updates to end users.
• Build strong working relationships with employees by delivering proactive, responsive, and customer-focused IT support, communicating effectively, setting clear expectations, and identifying opportunities to improve the end-user technology experience.
• Create and maintain user guides, knowledge base articles, standard operating procedures, and other technical documentation.
• Maintain accurate inventory records for company hardware, software, and other IT assets, including deployment, recovery, and lifecycle management.
• Assist with technology deployments, software rollouts, system upgrades, preventive maintenance, and other IT infrastructure initiatives.
• Provide end-user training and guidance on hardware, software, and IT best practices to improve user adoption and productivity.
• Follow established IT security policies and procedures, assist with endpoint security initiatives, and promptly report or escalate potential security concerns.

• Associate degree in Computer Science, Information Technology, or a related field
• Equivalent education and experience may be considered

Experience

• Minimum of 1 year of progressive IT experience
• Experience in a multi-office environment preferred

Skills & Attributes

• Working knowledge of computer hardware, software, Microsoft Windows, Microsoft 365, and networking fundamentals.
• Ability to install, configure, troubleshoot, and support Windows desktop clients; experience supporting macOS and iOS/iPadOS is a plus.
• Strong troubleshooting, analytical, and critical thinking skills with the ability to identify root causes and determine when issues should be escalated.
• Excellent verbal and written communication skills, including active listening and the ability to explain technical concepts to users of all technical skill levels.
• Customer-focused with a professional, patient, and empathetic approach to supporting employees and delivering exceptional service.
• Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines.
• Strong attention to detail with the ability to accurately document incidents, troubleshooting steps, resolutions, and escalation notes.
• Demonstrates ownership, accountability, and follow-through by seeing issues through resolution or ensuring appropriate handoff when escalation is required.
• Ability to remain calm, professional, adaptable, and collaborative in a fast-paced support environment.
• Positive attitude, strong work ethic, reliability, and a commitment to continuous learning and professional development.
• Maintains confidentiality and follows established IT security policies and best practices when handling company systems and sensitive information.