IT Support Technician - (REMOTE)

eXp World Holdings, Inc.

62d•Remote

About The Position

The IT Support Technician is responsible for the efficient handling of support requests pertaining to computer systems, software, and hardware used by exp Realty staff. These systems include email and messaging communication, collaboration and document management, phone and networking, and specialized systems we license from various vendors. Critical to the success of this position will be the ability to effectively manage and process requests submitted to the help desk ticketing system in a prompt and professional manner. An understanding of networking, various operating systems, cloud services including Google G Suite, Workplace, communications, remote management tools, and other technologies commonly used today will be vital to the success of the IT Support Technician.

Requirements

Bachelor of Science in Information Systems, Computer Science or a related discipline and / or 3 to 5 years professional experience.
Expertise in Microsoft Windows environment, including hardware troubleshooting
Working knowledge of help desk, remote monitoring and management, and antivirus software
Hands on experience of installing IT hardware and software for Windows and Apple products
Experience with cloud-based services (Workplace, Google G Suite, etc)
Strong interpersonal skills
Strong organizational and process management skills
Able to articulate complex concepts in a meaningful and understandable way
High degree of creativity and problem-solving ability
Able to multitask and manage priorities
Able to define and achieve objectives
Able to quickly learn and absorb new systems, applications, processes, and procedures.
Agile/Flexible attitude
Strong attention to detail required
Excellent customer service abilities: written and verbal communication must be superb
Excellent critical thinking and problem solving skills
Team player - able to complete individual tasks as well as work on a team to accomplish a goal
Excellent communication skills both written and verbal
Conflict resolution and active listening: ability to assess a customers need or concerns and deliver solutions using critical and creative thinking
Proficient knowledge of G Suite required; Microsoft Office experience is a bonus
Remote Work experience required
Dedicated home-office/work space
Aptitude for using online platforms and softwares to work remotely

Nice To Haves

Experience in the real estate industry strongly preferred
Experience in coordinating events and group activities
Okta Identity Management
Endpoint management tools (Jamf, Intune )
Scripting Tools and AI Automation
Working in a remote environment
Mac and related products
Zoho Desk
Image creation and management

Responsibilities

Utilize remote monitoring and management software to efficiently troubleshoot and maintain software and hardware deployed throughout the company
Order/deploy hardware for new and existing employees, as well as receive hardware returns.
Process any adds, removes, or changes to staff accounts on the various company systems
Work with vendors for hardware repairs
Deploy and maintain procedures, work instructions, and security standards for all company issued computer hardware and software
Respond to help desk requests in a prompt and professional manner
Record events and problems and their resolution in ticket logs
Write technical documentation and knowledge base articles
Escalate or direct help desk requests to the appropriate teams, departments, and management.
Provide accurate information on IT products, systems, or services
Pass on any feedback or suggestions by staff to management or the appropriate internal team
Identify and suggest possible improvements on procedures
Perform designated job tasks efficiently and within the provided time frame.
Maintain regular communication with team members and supervisors through email, instant messaging, video conferences, or other designated communication channels.
Attend virtual meetings, provide updates on progress, and actively participate in discussions.
Adhere to company policies and guidelines, including data security and confidentiality.
Complete assigned projects, assignments, or tasks with attention to detail and quality.
Manage and prioritize workload effectively to meet deadlines and deliver results.
Continuously update job knowledge by participating in training opportunities or self-directed learning.
Collaborate with colleagues on shared documents or projects using remote collaboration tools.
Take ownership of assigned work and demonstrate initiative in identifying and addressing challenges.
Ensure availability and responsiveness during agreed-upon working hours
Other duties as assigned