Description

• Provide support and troubleshooting on company and real estate agent-owned IT devices.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Design, test, and modify technical documentation and procedures for end users and determine system functionality requirements.
• Log incidents and services requests and maintain relevant records:
• Document and modify system requirements for end users.
• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Provide hardware maintenance, repair and software upgrades and installation.
• 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.
• Shadow end-users with onsite and remote administration tools to determine and resolve hardware, software, and other technical issues.
• Assist end user community with software/program training. Provide formal hands-on computer training to end users as needed. (5-10%)
• 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.
• Records incidents by cataloging them and escalating as needed.
• Answer, prioritize, address and track service desk calls in a timely manner.
• Respond to and analyze problems through discussions with users.
• Plan and execute special project work relating to information technology products and tools. (5-10%)
• Response to common requests for service by providing information to enable fulfilment.
• Provides a high level of customer service to all agents and employees who reach out for assistance.
• Develop technical documentation for internal procedures.

Requirements

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

Benefits

• Hybrid position

Training + Development

Interview process

Visa Sponsorship

Security clearance