{"id":2606391,"url":"https://alion.io/job/rmrgroup-digital-experience-technician","title":"Digital Experience Technician","company":{"id":2902551,"name":"RMR Group","domain":"rmrgroup.com","url":"https://alion.io/company/rmrgroup","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-10-15T09:50:58Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-18T01:17:32Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Overview\nThe Digital Experience Technician is a member of our customer-facing Employee Digital Experience (EDX) team and a first point of contact for technology assistance.\nEDX 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.\nOur 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.\nThis is a great opportunity for the right individual to grow with a department investing in AI and innovation.\nResponsibilities\nFront-line support\nProvide excellent customer support to our Corporate and Regional internal customers by phone, Teams chat, email, the ServiceNow portal, and walk-up\nAssess and prioritize your daily ticket workload in line with best practice and established SLAs\nMaintain excellent data quality in every ticket\nResolve documented issues on Windows and macOS laptops, iPhones and iPads, printers, peripherals, Microsoft 365 apps including Copilot, and basic Wi-Fi and VPN connections\nOwn 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\nEscalate critical incidents to the Principal EDX Administrator and the EDX Sr. Manager, as needed\nKeep customers updated and confirm the fix before closing a ticket\nAccounts and access\nVerify identity before changing any account; the front line is a common target for social engineering\nProcess account requests in Microsoft Entra ID and Microsoft 365 following standard operating procedures.\nComplete routine onboarding and offboarding\nDevices\nDeploy standard laptops and mobile devices with zero-touch provisioning (Windows Autopilot and Apple Automated Device Enrollment), following documented steps\nCheck device status in Microsoft Intune and run approved remote actions\nRecord every device assignment, swap, return, and disposal in ServiceNow\nInspect and reset returned equipment, then route it for redeployment, repair, or disposal\nConference rooms\nRun scheduled checks of Conference rooms (Cisco devices), so problems surface before meetings\nFix routine A/V, display, and meeting-join issues\nKnowledge and improvement\nContribute to Knowledge Bases, drafting concise, coherent incident descriptions and resolutions for review before publishing\nUse approved AI tools to speed up troubleshooting and documentation, within AI governance policies\nFlag Knowledge Base articles and documentation that are outdated, unclear, or wrong\nRaise recurring issues with ticket examples and recommend process improvements\nTeamwork and growth\nLearn from EDX peers through shadowing and ticket reviews\nParticipate in T&I projects, such as device refreshes, office moves, and events, at the direction of senior team members\nAdditional responsibilities as assigned.\nQualifications\nRequired qualifications\n2+ years of technology support experience is typical. Skills can come from support work, an internship, school, military service, a home lab, or self-study.\nAbility to troubleshoot Windows and macOS\nWorking knowledge of iPhone and iPad\nExperience with Microsoft Outlook and the Microsoft 365 suite, including Teams, OneDrive, and SharePoint\nBasic networking concepts: IP addresses, DNS, Wi-Fi, and VPN\nFamiliarity with a service management tool, preferably ServiceNow, or the ability to learn one quickly\nComfort using AI tools, and curiosity about how they change support work\nDemonstrated analytical and problem-solving skills\nCustomer service and time management skills, with a cheerful, patient, helpful demeanor\nAbility to communicate effectively in writing and verbally, including clear ticket notes\nBelieves problems can be solved; experiments boldly, learns fast, and shares what works\nStrong work ethic; reliable and collaborative\nDiscretion with confidential information\nPreferred qualifications\nA bachelor's degree in computer science, Information Systems, or equivalent technical discipline is preferred.\nCompTIA A+, Microsoft Certifications, or progress toward certifications\nITIL 4 Foundation\nExposure to Microsoft Intune, Windows Autopilot, Apple Business Manager, or Teams Rooms devices\nFamiliarity with asset management and software licensing compliance\nInterest in automation, such as basic PowerShell\nCustomer-facing experience in any setting, such as retail tech support, hospitality, or a campus help desk\nWorking conditions\nOn-site, on the company's in-office schedule\nStandard business hours, periodically assisting with special projects and scheduled evening, early-morning, or weekend maintenance\nAbility to travel within the U.S. to other offices and property sites, as needed\nAble to lift and carry technology equipment up to 50 lbs. and move between floors and buildings\nTotal Rewards\nThe RMR Group offers an extensive total rewards package to ensure that your benefits align with your needs. Employees who work at least 21 hours per week are eligible to participate in The RMR Group’s benefits plans, including:\nHealth Insurance\nDental Insurance\nVision Insurance\nLife & Disability Insurance\nHealth Savings Account (HSA) & Flexible Spending Plans (FSA)\n401(k) Plan with Employer Match\nHolidays, Vacation & Sick Time\nParental Leave\nTuition Assistance\nMatching Gift Program\nWide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance\nThe estimated base compensation range for this position is $60,000 to $80,000 per year. RMR considers several components including an individual's skills, qualifications, experience, internal equity, and market data\nCompany Overview\nThe RMR Group (Nasdaq: RMR) is a leading U.S. alternative asset management company, unique for its focus on commercial real estate (CRE) and related businesses. RMR’s vertical integration is strengthened by over 800 real estate professionals in more than 30 offices nationwide who manage over $37 billion in assets under management and leverage 40 years of institutional experience in buying, selling, financing and operating CRE. RMR benefits from a scalable platform, a deep and experienced management team, and a diversity of real estate strategies across its clients. RMR has been recognized by The Boston Globe as a “Top Place to Work”, by the Environmental Protection Agency (EPA) as an “ENERGY STAR Partner of the Year” and ranked by the Building Owners and Managers Association (BOMA) as having one of the highest number of BOMA 360 designated properties in its portfolio. RMR is headquartered in Newton, MA and was founded in 1986.\nRMR’s mission is to create long term value for our clients by managing their investments and assets “like we own it” - an approach that consistently and repeatedly generates opportunities for all our employees, investors and stakeholders. We are guided by six core values:\nIntegrity at Our Core.\nPerform Passionately and Effectively.\nInspired Thinking.\nLike We Own It.\nPower of We.\nMutual Respect.\nVisit our website to learn more about what makes The RMR Group a rewarding place to build a career.\nFollow RMR on LinkedIn and Instagram @thermrgroup.\nThe RMR Group is an equal opportunity employer. Qualified applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. 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