Service Desk - Tech Support - Atlanta

SitusAMC; Atlanta (GA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

PTO and paid holidays

Medical, dental, vision, life, and 401

Job summary

SitusAMC is seeking a friendly and detail-oriented IT Help Desk Technician to support end users across desktop, mobile, and peripheral devices in a corporate setting.

You will troubleshoot hardware and software issues, document actions, assist with software upgrades, and help ensure secure, reliable technology services for staff. Strong communication and teamwork are essential.

Qualifications

• High School Diploma or GED or equivalent combination of education and experience.
• 2-4 years of relevant experience in IT support.
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end-user network configurations.
• Experience with Microsoft Client Operating Systems and Office 365 applications.
• Strong written and verbal communication and customer service mentality.

Responsibilities

• Escalate problems to higher level tier groups as required.
• Record, track and document the problem solving process until final resolution.
• Install and upgrade software and hardware; configure systems and applications.
• Perform preventative maintenance on end-user devices; test fixes to ensure resolution.
• Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.

Skills

Excellent communication

Customer service

Team player

Time management

Self-starter

Ability to work independently

Education

High School Diploma or GED

Tools

Microsoft Windows

Office 365

Software/Hardware diagnostic tools

Job description

SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.

At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team!

This role provides technical and troubleshooting assistance related to computer hardware and software, mobile devices, printers, and desktops. Working in a corporate environment, these professionals must be great communicators and translate their technical knowledge into actionable direction. This position is responsible for handling all issue that are escalated. This position will also assist in the implementation of companywide projects as needed.

Essential Job Functions

• Escalate problems to higher level tier groups as required or to supervisor.
• Using service desk software to record, track and document the problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply company approved diagnostic utilities to aid in troubleshooting
• Access FAQ resources on the Internet/Intranet to aid in problem resolution
• Perform trouble resolution fixes remotely or in person, including installing and upgrading software, installing hardware, and configuring systems and applications
• Perform preventative maintenance, including checking and cleaning of end user devices, and non-end user IT equip
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow ups with end user and team members as required
• Alert management to emerging trends in incidents
• Assist in software releases and roll-outs according to Change Management best practices
• Adhere to site audit responsibility policies and procedures
• Monitor service desk system for incoming requests and resolve or elevate accordingly
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; desktops, laptops, printers, and other peripheral device issues
• Responds to queries either in person, via email or over the phone; guide end users/ clients through problem-solving process, follow up with users to ensure issue has been resolved.
• Responsibly handle confidential data
• Continuously improve upon technical skills sets within assigned areas of expertise
• Assist in training of tier I support staff and in their day to day operations as needed
• Assist in various projects assignment by management
• Participate in company and department provided training
• Other activities as may be assigned by your manager

Qualifications/ Requirements

• High School Diploma or G.E.D or equivalent combination of education and experience
• Intermediate-level support staff with 2-4 years of relevant experience
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end user facing network configurations
• Experience with Microsoft Client Operating Systems
• Extensive application support experience with Microsoft Office suites and Office365 Applications
• Working knowledge of software and hardware diagnostic tools
• Exceptional written and oral communication skills and customer service mentality
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills and a willingness to assist with documentation
• Proficient in basic network fundamentals
• Self-Starter with ability to work as part of a team and individually as required by specific project needs
• Excellent time management skills and the ability to prioritize
• Possess the traits of having patience, being thorough and innovative
• Flexibility to work as needed according to business needs. This may include nights, weekends, and overtime work
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
• The ideal candidate should be dependable with an excellent attendance record, work well in a “Team Environment”, be cooperative and respectful
• Ability to work independently with minimal supervision
• Ability to conduct research into a wide range of computing issues is required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly, and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• The employee may be required to report to a different local office as a normal, contemplated, and mandated incident of their employment
• Must be able to physically to handle and set up technology equipment. Can require lifting to 50lbs.

Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings.

The annual full time base salary range for this role is

$25.00 - $28.00

Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval.

SitusAMC offers PTO and paid holidays, the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans, including medical, dental, vision, life, disability insurance and 401K; in each case in accordance with the terms of the applicable plans.

SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.