IT Service Desk Tech

Description

• Response to common requests for service by providing information to enable fulfilment.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Log incidents and services requests and maintain relevant records:
• Records incidents by cataloging them and escalating as needed.
• Act systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to service level agreements and security requirements.
• Provide hardware maintenance, repair and software upgrades and installation.
• Respond to and analyze problems through discussions with users.
• Shadow end-users with onsite and remote administration tools to determine and resolve hardware, software, and other technical issues.
• Provide support and troubleshooting on company and real estate agent-owned IT devices.
• Develop technical documentation for internal procedures.
• Identify and classify the incident types and service interruptions.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.
• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Plan and execute special project work relating to information technology products and tools. (5-10%)
• Design, test, and modify technical documentation and procedures for end users and determine system functionality requirements.
• Answer, prioritize, address and track service desk calls in a timely manner.
• Provides a high level of customer service to all agents and employees who reach out for assistance.
• Document and modify system requirements for end users.
• Assist end user community with software/program training. Provide formal hands-on computer training to end users as needed. (5-10%)

Requirements

• Technical documentation and procedures: (10-15%)
• Prior customer service experience strongly preferred.
• Effective oral and written communication
• Associate’s degree in information systems, computer science or related field; or equivalent work experience and knowledge.
• Effective analytical, research, and problem solving skills.
• Able to work independently; resourceful and action-oriented.
• Ability to work flexible schedule to include evenings, weekends and holidays.
• Proficient technical knowledge of desktop applications, including all MS Office applications, and basic knowledge of networks, operating systems, and communication equipment.
• Excellent customer service skills.
• 0-5 years related technical or help desk experience.
• Ability to prioritize and handle multiple tasks and projects concurrently.

Benefits

• Hybrid position

Training + Development

Interview process

Visa Sponsorship

Security clearance