IT Support Technician II

Kidder Mathews; Phoenix (AZ); Hybrid; USD 48,000 - 64,000; Full time

Job summary

Kidder Mathews is seeking an IT Support Technician to provide in-person and remote troubleshooting for hardware and software in a corporate environment. The role supports real estate professionals, with responsibilities including AD account management, ShoreTel UC, and device imaging.

Some travel to replace or reimage machines is required. The ideal candidate has 3–7 years in desktop support, strong Windows and Office skills, and familiarity with UC software.

Qualifications

• Associates degree or A+ certification or equivalent experience.
• 3–7 years in a desktop support role.
• Proficient in Windows 7/10 and Office 2010–2016.

Responsibilities

• Provide Tier 2 support with high-quality technical assistance and customer service.
• Deploy and troubleshoot PCs, Macs, printers, phones and other hardware.
• Troubleshoot software issues including OSX, Windows, browsers and industry applications.

Skills

Windows troubleshooting

Active Directory

Remote support

UC software

Education

Associates degree or A+ certification

Tools

Active Directory

ShoreTel UC

Windows 7/10

Office 365

OSX

Job 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 skillsAbility 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