IT Service Desk Technician

HomeServices of America•Eden Prairie, MN

About The Position

Provide first level computer and communication systems technical support, problem analysis, resolution and response for sales agents and staff by fulfilling service requests. Perform system analysis and project coordination activities in support of business requirements.

Requirements

Associate’s degree in information systems, computer science or related field; or equivalent work experience and knowledge.
0-5 years related technical or help desk experience.
Proficient technical knowledge of desktop applications, including all MS Office applications, and basic knowledge of networks, operating systems, and communication equipment.
Excellent customer service skills.
Effective oral and written communication.
Effective analytical, research, and problem solving skills.
Ability to prioritize and handle multiple tasks and projects concurrently.
Able to work independently; resourceful and action-oriented.
Ability to work flexible schedule to include evenings, weekends and holidays.

Nice To Haves

Prior customer service experience strongly preferred.

Responsibilities

Provides a high level of customer service to all agents and employees who reach out for assistance.
Provide support and troubleshooting on company and real estate agent-owned IT devices.
Answer, prioritize, address and track service desk calls in a timely manner.
Respond to and analyze problems through discussions with users.
Log incidents and services requests and maintain relevant records.
Identify and classify the incident types and service interruptions.
Records incidents by cataloging them and escalating as needed.
Shadow end-users with onsite and remote administration tools to determine and resolve hardware, software, and other technical issues.
Provide hardware maintenance, repair and software upgrades and installation.
Response to common requests for service by providing information to enable fulfilment.
Act systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to service level agreements and security requirements.
Develop technical documentation for internal procedures.
Document and modify system requirements for end users.
Design, test, and modify technical documentation and procedures for end users and determine system functionality requirements.
Plan and execute special project work relating to information technology products and tools.
Assist end user community with software/program training.
Provide formal hands-on computer training to end users as needed.
Perform any additional responsibilities as requested or assigned.