The Digital Experience Technician is a member of our customer-facing Employee Digital Experience (EDX) team and a first point of contact for technology assistance.

EDX 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.

Our 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.

This is a great opportunity for the right individual to grow with a department investing in AI and innovation.

Front-line support

• Provide excellent customer support to our Corporate and Regional internal customers by phone, Teams chat, email, the ServiceNow portal, and walk-up
• Assess and prioritize your daily ticket workload in line with best practice and established SLAs
• Maintain excellent data quality in every ticket
• Resolve documented issues on Windows and macOS laptops, iPhones and iPads, printers, peripherals, Microsoft 365 apps including Copilot, and basic Wi-Fi and VPN connections
• Own 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
• Escalate critical incidents to the Principal EDX Administrator and the EDX Sr. Manager, as needed
• Keep customers updated and confirm the fix before closing a ticket

Accounts and access

• Verify identity before changing any account; the front line is a common target for social engineering
• Process account requests in Microsoft Entra ID and Microsoft 365 following standard operating procedures.
• Complete routine onboarding and offboarding

Devices

• Deploy standard laptops and mobile devices with zero-touch provisioning (Windows Autopilot and Apple Automated Device Enrollment), following documented steps
• Check device status in Microsoft Intune and run approved remote actions
• Record every device assignment, swap, return, and disposal in ServiceNow
• Inspect and reset returned equipment, then route it for redeployment, repair, or disposal

Conference rooms

• Run scheduled checks of Conference rooms (Cisco devices), so problems surface before meetings
• Fix routine A/V, display, and meeting-join issues

Knowledge and improvement

• Contribute to Knowledge Bases, drafting concise, coherent incident descriptions and resolutions for review before publishing
• Use approved AI tools to speed up troubleshooting and documentation, within AI governance policies
• Flag Knowledge Base articles and documentation that are outdated, unclear, or wrong
• Raise recurring issues with ticket examples and recommend process improvements

Teamwork and growth

• Learn from EDX peers through shadowing and ticket reviews
• Participate in T&I projects, such as device refreshes, office moves, and events, at the direction of senior team members

Additional responsibilities as assigned.

Required qualifications

• 2+ years of technology support experience is typical. Skills can come from support work, an internship, school, military service, a home lab, or self-study.
• Ability to troubleshoot Windows and macOS
• Working knowledge of iPhone and iPad
• Experience with Microsoft Outlook and the Microsoft 365 suite, including Teams, OneDrive, and SharePoint
• Basic networking concepts: IP addresses, DNS, Wi-Fi, and VPN
• Familiarity with a service management tool, preferably ServiceNow, or the ability to learn one quickly
• Comfort using AI tools, and curiosity about how they change support work
• Demonstrated analytical and problem-solving skills
• Customer service and time management skills, with a cheerful, patient, helpful demeanor
• Ability to communicate effectively in writing and verbally, including clear ticket notes
• Believes problems can be solved; experiments boldly, learns fast, and shares what works
• Strong work ethic; reliable and collaborative
• Discretion with confidential information

Preferred qualifications

• A bachelor's degree in computer science, Information Systems, or equivalent technical discipline is preferred.
• CompTIA A+, Microsoft Certifications, or progress toward certifications
• ITIL 4 Foundation
• Exposure to Microsoft Intune, Windows Autopilot, Apple Business Manager, or Teams Rooms devices
• Familiarity with asset management and software licensing compliance
• Interest in automation, such as basic PowerShell
• Customer-facing experience in any setting, such as retail tech support, hospitality, or a campus help desk

Working conditions

• On-site, on the company's in-office schedule
• Standard business hours, periodically assisting with special projects and scheduled evening, early-morning, or weekend maintenance
• Ability to travel within the U.S. to other offices and property sites, as needed
• Able to lift and carry technology equipment up to 50 lbs. and move between floors and buildings

The 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:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurance
• Health Savings Account (HSA) & Flexible Spending Plans (FSA)
• 401(k) Plan with Employer Match
• Holidays, Vacation & Sick Time
• Parental Leave
• Tuition Assistance
• Matching Gift Program
• Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance

The 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

The 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.