Technical Services Analyst

Technical Services Analyst

Technology plays a critical role in delivering an exceptional employee and tenant experience across Brandywine Realty Trust's portfolio. The Technical Services Analyst is responsible for providing high-quality technical support and maintaining secure, reliable, and efficient technology services for employees and corporate offices.

This position serves as a key member of the Technical Services team, supporting end-user computing, mobile devices, collaboration technologies, conference room systems, and building technology solutions. The ideal candidate is customer-focused, technically proficient, highly organized, and committed to delivering exceptional service while continuously improving the user experience.

This position reports to the Director, Service Management and is based at the Corporate Headquarters.

Responsibilities include:

Helpdesk 80%

• Provide in-person, remote, and virtual support for technology incidents, service requests, and troubleshooting needs.
• Deliver exceptional customer service while resolving issues efficiently and professionally.
• Own support tickets throughout their lifecycle, including communication, documentation, resolution, and follow-up.
• Analyze incidents, identify recurring trends, and escalate issues to appropriate teams when necessary.
• Configure, deploy, maintain, and support desktop and laptop hardware.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Configure, enroll, and manage mobile devices, including iOS and Android devices.
• Troubleshoot network, wireless connectivity, printing, VPN, and remote access issues.
• Support Microsoft Teams Rooms, conference room technologies, digital signage, and audiovisual (A/V) systems.
• Administer and support endpoint devices using enterprise endpoint management tools.
• Assist with new employee onboarding, provisioning, and technology orientation.
• Create and maintain technical documentation, knowledge articles, and user guides.
• Participate in an on-call rotation and provide support for critical after-hours issues.
• Periodically travel to regional offices and properties, including occasional overnight stays.

Engineering 20%

• Assist in the development, maintenance, and deployment of standard device configurations and operating system images.
• Support Microsoft Intune, Microsoft Entra ID (Azure AD), endpoint security, and device lifecycle management processes.
• Assist with software deployment, patch management, and Windows operating system updates.
• Support endpoint protection and cybersecurity initiatives.
• Troubleshoot and coordinate resolution of infrastructure and network issues with engineering and network teams.
• Evaluate, test, and support new hardware, software, and collaboration technologies.
• Work with vendors and manufacturers to maintain standard hardware configurations and purchasing standards.
• Assist with technology projects, office moves, renovations, and technology rollouts.
• Recommend process improvements and automation opportunities to enhance operational efficiency and user experience.

Qualifications include:

Required:

• 2+ years of experience in a desktop support, technical support, service desk, or endpoint support role.
• Experience supporting Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications and services.
• Experience with Microsoft Entra ID (Azure Active Directory) and Microsoft Intune.
• Experience supporting Microsoft Teams and collaboration technologies.
• Experience supporting iOS and Android mobile devices.
• Working knowledge of TCP/IP, networking fundamentals, wireless networking, and endpoint connectivity.
• Strong troubleshooting and analytical skills with the ability to identify root causes and resolve technical issues.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills with attention to detail.
• Proven ability to work independently while contributing effectively within a team environment.
• Demonstrated commitment to customer service excellence.
• Experience creating technical and end-user documentation.
• Ability and willingness to be on-call and respond to emergencies during off-hours.
• Ability to travel occasionally, including overnight travel when required.
• Ability to lift 50 lbs.