IT Systems Technical Support Specialist

Lessen•Scottsdale, AZ

1d•$20 - $28

About The Position

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. The IT Systems Technical Support Specialist I provides technical support to users by researching and answering questions and troubleshooting / resolving problems. They improve client references by writing and maintaining documentation and improve system performance by proactively identifying problems and recommending changes. This is a part-time role up to 20 hours a week.

Requirements

Customer Service - Advanced
Verbal Communication - Proficient
Written Communication - Proficient
Teamwork - Proficient
Relationships - Proficient
Negotiation – Proficient
Organizational Awareness – Proficient
Learning Agility - Proficient
Analysis - Proficient
Problem Solving - Proficient
Process Orientation - Proficient
Prioritization - Proficient
Computer Skills: Proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred
Strong technical background on PC compatible type of hardware and peripherals
Working knowledge of mobile devices; iPhone and Android
Working knowledge of basic networking: Ethernet, TCP/IP, DHCP, and DNS
System Experience with Microsoft products; Windows 7/10, Office 2013/2016, Active Directory, O365 preferred
Able to work quickly and efficiently with a strong focus on achieving tasks.
Proficient in soft skills and with a strong customer service focus
2+ years of experience in IT Technical Support field

Nice To Haves

Macintosh (Mac) support experience is a plus but not required

Responsibilities

Determine problem definition, research and resolution of Level 1 complexity and assists with Level 2.
Coordinate problem-handling process for the information technology department
Manage and update pending user’s requests using help-desk tracking system
Escalate issues based on complexity and priority
Perform administrative tasks involved with creation, deletion and changes in user’s network accounts
Provide feedback to the team leader on key issues that affect IT services availability
Advise users on system outages
Be available for after-hours support/on-call when required
Assist network/system engineers (when needed) with maintenance and troubleshooting by providing local on-site presence with direction from the engineers
Install, configure and troubleshoot the following software products; Microsoft (MS) Office Suite, MS Windows 7/10, MS Active Directory, Email/O365, Anti-Virus products, Anti-SPAM products, and Remote Access methods (RDP, LogMeIn Rescue)
Administer Microsoft Active Directory, Office365, S2 Security, and AWS Connect call-system
Troubleshoot network and voice connectivity issues (with guidance from engineers)
Troubleshoot printer and copier connectivity issues as well as monitor toner levels
Configure and troubleshoot mobile devices, iPhone, Android
Foster a positive team environment
Ensure confidentiality of internal and external data
Perform ad-hoc projects and other duties as assigned