IT Support Technician II
About The Position
Kidder Mathews is hiring an IT Support Technician II to provide in-person and remote Tier 2 troubleshooting and technical support to real estate professionals in a corporate environment. The role supports Windows and macOS computers, Microsoft Office, unified communications software, industry-specific applications, Active Directory accounts, and other hardware and software. Travel to company offices may be required to replace or reimage machines or resolve issues that cannot be handled remotely. The technician responds to and prioritizes support requests, provides timely service and clear status updates, logs work in the service desk application, and works with end users and other IT team members to resolve problems and improve processes. This is a standard office environment. The role has no supervisory responsibilities.
Requirements
- Associate degree, A+ certification, and/or equivalent experience.
- 3–7 years of experience in a desktop support role.
- Proficiency supporting Windows 7 and Windows 10.
- Proficiency supporting Office 2010, 2013, and 2016.
- Proficiency using Active Directory in a support role.
- Familiarity with Office 365, macOS, and basic networking concepts such as IPv4 and DHCP.
- Professional, customer-service-oriented approach and ability to interface with employees and management.
- Professional telephone etiquette and excellent oral and written communication skills.
- Ability to multitask, use resources effectively, and complete tasks in a deadline-oriented environment.
- Ability to prioritize and organize workload to meet daily, weekly, and monthly deadlines.
- Commitment to process improvement and ability to solve problems creatively.
- Ability to build relationships and work cross-functionally and as part of a team.
- Ability to speak, write, and understand English.
- Ability to travel; must have a working, insured car, a valid driver's license, and be insurable through the company's vendor.
Responsibilities
- Provide Tier 2 technical support and high-quality customer service within expected response times.
- Answer, evaluate, and prioritize incoming service requests, including voicemail, email, and in-person requests.
- Deploy and troubleshoot PCs, Macs, laptops, printers, phones, and other hardware.
- Troubleshoot operating systems, Microsoft Office, browsers, and industry-specific software applications.
- Create, disable, or reset Active Directory accounts and passwords, and manage group memberships.
- Join or decommission computers on the corporate domain, in person or remotely.
- Troubleshoot ShoreTel VoIP phones and unified communications software.
- Review email quarantines and release items as needed or requested.
- Log and update issues in the service desk application within service-level agreements, and communicate issue status to end users.
- Consult with end users to identify issues and determine suitable solutions.
- Implement process improvements.
- Provide remote support to regional offices where possible.
- Partner with Tier 3 team members on complex issues and support Tier 1 team members as requested.
- Travel to other offices as necessary.
- Add and remove assets in the asset tracking system as needed.
- Perform other duties or projects as requested.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
