IT Support Technician II
Posted Updated
Description
Job Summary
Responsible for in person & remote troubleshooting of hardware and software issues. This is an internally facing position assisting real estate professionals in a corporate environment. IT Support Technicians troubleshoot issues with Windows, Office, UC software, industry-specific applications, create or disable Active Directory accounts, unlock accounts and reset passwords. Travel will be required as necessary to replace or reimage machines and/or troubleshoot issues unable to be resolved remotely. Essential FunctionS Provide Tier 2 support through efficient, extremely high-quality technical support services ensuring timely response to requests and excellent customer service
Answer, evaluate and prioritize incoming service requests, voicemail, emails and in person requests for assistance
Deploy and troubleshoot PC’s, MAC’s, laptops, printers, phones and other hardware as needed
Troubleshoot software issues, incl. OSX, Windows 7/10, Office 2010/2013/2016, mainstream browsers and industry specific software applications
Create, disable, or reset passwords for Active Directory accounts and manage group memberships
Join or decommission computers on corporate domain, in person and remote
Troubleshoot ShoreTel VoIP phones and UC software
Check email quarantines, evaluate and release items as needed or requested
Proactively log and update all issues in the service desk application within SLA’s
Proactively communicate issue status to end users
Consult with end users to address issues and determine the best solution for all involved
Continually implement process improvements
Support regional offices remotely possible
Partner with Tier 3 team members to troubleshoot more complex issues
Support Tier 1 team members as requested Other Functions Travel to other offices as necessary
Add and remove assets from asset tracking system as needed
Perform other duties or projects as requested Essential Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education Associates degree or A+ certification and/or equivalent experience EXPERIENCe REQUIRED 3-7 years’ experience in a Desktop Support role Required Knowledge Proficient supporting Windows 7, 10
Proficient supporting Office 2010, 2013, 2016
Proficient using Active Directory in a support role
Familiarity with Office 365
Familiarity with OSX
Familiarity with basic networking concepts e.g. IPv4, DHCP Skills and Ability Professional and customer-service oriented with the ability to interface with employees and management Professional telephone etiquette with excellent oral and written communication skills Ability to multi-task and utilize resources to execute tasks within a deadline-oriented environment
Ability to prioritize and organize work load in order to meet daily, weekly and monthly deadlines
Commitment to continuous process improvement, initiatives and ability to solve problems creatively
Ability to build relationships and work cross functionally Ability to function in a team environment with demonstrated ability in problem solving
Ability to speak, write and understand English
Ability to travel: must have working and insured car: must have valid driver's license and be insurable through our vendor Work Environment This is a standard office environment with standard office noise like talking, office equipment, etc. Physical Demands While performing the duties of this job, the employee is regularly required to talk and hear. The employee must frequently sit and use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position is sometimes active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing. The employee must frequently lift and/or move items up to 10 pounds and sometimes more than 10 pounds and rarely over 50 pounds. Specific vision abilities are required to do this job including close vision, distance vision, peripheral vision, depth vision and the ability to adjust focus. The employee must sometimes drive an automobile. Supervisory Responsibilities There are no supervisory responsibilities
Responsible for in person & remote troubleshooting of hardware and software issues. This is an internally facing position assisting real estate professionals in a corporate environment. IT Support Technicians troubleshoot issues with Windows, Office, UC software, industry-specific applications, create or disable Active Directory accounts, unlock accounts and reset passwords. Travel will be required as necessary to replace or reimage machines and/or troubleshoot issues unable to be resolved remotely. Essential FunctionS Provide Tier 2 support through efficient, extremely high-quality technical support services ensuring timely response to requests and excellent customer service
Answer, evaluate and prioritize incoming service requests, voicemail, emails and in person requests for assistance
Deploy and troubleshoot PC’s, MAC’s, laptops, printers, phones and other hardware as needed
Troubleshoot software issues, incl. OSX, Windows 7/10, Office 2010/2013/2016, mainstream browsers and industry specific software applications
Create, disable, or reset passwords for Active Directory accounts and manage group memberships
Join or decommission computers on corporate domain, in person and remote
Troubleshoot ShoreTel VoIP phones and UC software
Check email quarantines, evaluate and release items as needed or requested
Proactively log and update all issues in the service desk application within SLA’s
Proactively communicate issue status to end users
Consult with end users to address issues and determine the best solution for all involved
Continually implement process improvements
Support regional offices remotely possible
Partner with Tier 3 team members to troubleshoot more complex issues
Support Tier 1 team members as requested Other Functions Travel to other offices as necessary
Add and remove assets from asset tracking system as needed
Perform other duties or projects as requested Essential Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education Associates degree or A+ certification and/or equivalent experience EXPERIENCe REQUIRED 3-7 years’ experience in a Desktop Support role Required Knowledge Proficient supporting Windows 7, 10
Proficient supporting Office 2010, 2013, 2016
Proficient using Active Directory in a support role
Familiarity with Office 365
Familiarity with OSX
Familiarity with basic networking concepts e.g. IPv4, DHCP Skills and Ability Professional and customer-service oriented with the ability to interface with employees and management Professional telephone etiquette with excellent oral and written communication skills Ability to multi-task and utilize resources to execute tasks within a deadline-oriented environment
Ability to prioritize and organize work load in order to meet daily, weekly and monthly deadlines
Commitment to continuous process improvement, initiatives and ability to solve problems creatively
Ability to build relationships and work cross functionally Ability to function in a team environment with demonstrated ability in problem solving
Ability to speak, write and understand English
Ability to travel: must have working and insured car: must have valid driver's license and be insurable through our vendor Work Environment This is a standard office environment with standard office noise like talking, office equipment, etc. Physical Demands While performing the duties of this job, the employee is regularly required to talk and hear. The employee must frequently sit and use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position is sometimes active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing. The employee must frequently lift and/or move items up to 10 pounds and sometimes more than 10 pounds and rarely over 50 pounds. Specific vision abilities are required to do this job including close vision, distance vision, peripheral vision, depth vision and the ability to adjust focus. The employee must sometimes drive an automobile. Supervisory Responsibilities There are no supervisory responsibilities