Job Description
- Utilize remote monitoring and management software to efficiently troubleshoot and maintain software and hardware deployed throughout the company
- Order/deploy hardware for new and existing employees, as well as receive hardware returns
- Process any adds, removes, or changes to staff accounts on the various company systems
- Work with vendors for hardware repairs
- Deploy and maintain procedures, work instructions, and security standards for all company issued computer hardware and software
- Respond to help desk requests in a prompt and professional manner
- Record events and problems and their resolution in ticket logs
- Write technical documentation and knowledge base articles
- Escalate or direct help desk requests to the appropriate teams, departments, and management
- Provide accurate information on IT products, systems, or services
- Pass on any feedback or suggestions by staff to management or the appropriate internal team
- Identify and suggest possible improvements on procedures
- Perform designated job tasks efficiently and within the provided time frame
- Maintain regular communication with team members and supervisors through email, instant messaging, video conferences, or other designated communication channels
- Attend virtual meetings, provide updates on progress, and actively participate in discussions
- Adhere to company policies and guidelines, including data security and confidentiality
- Complete assigned projects, assignments, or tasks with attention to detail and quality
- Manage and prioritize workload effectively to meet deadlines and deliver results
- Continuously update job knowledge by participating in training opportunities or self-directed learning
- Collaborate with colleagues on shared documents or projects using remote collaboration tools
- Take ownership of assigned work and demonstrate initiative in identifying and addressing challenges
- Ensure availability and responsiveness during agreed-upon working hours
- Customer Satisfaction Rating
- Issue resolution time
- Issue response and wait time
- Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
- 3 to 5 years of professional IT experience, including hardware troubleshooting
- Expertise in Microsoft Windows environment
- Working knowledge of help desk, remote monitoring and management, and antivirus software
- Hands on experience of installing IT hardware and software for Windows and Apple products
- Experience with cloud-based services (Workplace, Google G Suite, etc)
- Strong interpersonal skills
- Strong organizational and process management skills
- Able to articulate complex concepts in a meaningful and understandable way
- High degree of creativity and problem-solving ability
- Able to multitask and manage priorities
- Able to define and achieve objectives
- Able to quickly learn and absorb new systems, applications, processes, and procedures
- Agile/Flexible attitude
- Strong attention to detail required
- Excellent customer service abilities: written and verbal communication must be superb
- Excellent critical thinking and problem solving skills
- Team player - able to complete individual tasks as well as work on a team to accomplish a goal
- Experience in the real estate industry strongly preferred
- Excellent communication skills both written and verbal
- Experience in coordinating events and group activities
- Conflict resolution and active listening: ability to assess a customers need or concerns and deliver solutions using critical and creative thinking
- Proficient knowledge of G Suite required; Microsoft Office experience is a bonus
- Remote Work experience required
- Dedicated home-office/work space
- Advanced Trello experience preferred
- Aptitude for using online platforms and softwares to work remotely
- Okta Identity Management
- Endpoint management tools (ManageEngine, IBM MaaS360, AirWatch)
- Scripting Tools
- Working in a remote environment
- Macbook and related products
- Image creation and management
- Fully remote environment
- Unlimited PTO for salaried employees
- 401k with 4% match (immediate vesting)
- Robust Medical, Dental, & Vision benefits
- Company provided equipment
- Monthly Technology Stipend
- FSA & HSA with employer contributions
- Health & Wellness incentives
- 100% Paid Parental Leave