IT Support Technician II

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