Technology Advisor

Transwestern•Houston, TX

About The Position

Four dynamic, integrated companies make up the Transwestern enterprise, giving us the perspective to think broadly, deeply and creatively about commercial real estate. Clients and investors rely on us for expertise that spans institutional and opportunistic investment, development, hospitality, and brokerage and asset services. Our award-winning, collaborative culture empowers team members with resources and independence to work across boundaries in pursuit of innovative solutions, reinforcing a reputation for service excellence that translates to measurable results. Through offices nationwide and alliance partners around the globe, we positively impact the built environment and our communities while fostering a work climate that champions career vitality for all. Learn more at transwestern.com and @Transwestern. Part of the Transwestern companies, Transwestern Real Estate Services (TRS) strives to add value for investors, owners, and occupiers across all commercial property types. Fueled by a holistic perspective of the real estate life cycle, agility and creativity are hallmarks of our approach, while vast national resources and sound market intelligence underpin customized recommendations and property solutions. Transwestern is built on a common purpose - Empowering Good People to do Extraordinary Things Together. We are committed to the hiring of smart, passionate, hard-working people who understand the benefits of both collaboration and independence. POSITION SUMMARY: Ideal candidates would have a background in end user support, software installation, IT administration, PC implementation and basic IT security. In addition, candidate will have a background that includes hands on experience in troubleshooting hardware, software, and network-related issues. It is the responsibility of the Technology Advisor to provide exemplary customer service in all interactions with fellow employees, tenants, owners, and vendors. To many in Transwestern, the Technology Advisor is the face of IT – the one IT resource employees seek out for IT questions and to resolve IT issues.

Requirements

High School diploma or equivalent, and/or one year work experience in related field required.
Knowledge of basic computer hardware.
Experience with desktop operating systems including Windows OS, Mac OS X and mobile device operating systems, including Android and IOS.
Extensive application support experience.
Prior experience providing IT support in a call center environment.
Experience working in a team-oriented, collaborative environment.
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization's goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Work schedule may vary depending on business needs.
Job might entail sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and handle other computer components as required.

Responsibilities

Field incoming help requests from end users via corporate communications in a courteous manner.
Document all pertinent end user identification information, including name, department/property, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Provide technical software, hardware and network problem resolution to national users by performing question/problem diagnosis and guiding users through step-by-step solutions in both a call center environment and end user physical locations.
Clearly communicate technical solutions in a user-friendly, professional manner.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Prioritize and schedule problems.
Identify and pass more complex end-user problems on to level two or level three support.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform fixes at the desktop level, including installing and upgrading software, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Provide one-on-one end-user training as needed.
Assist with developing documentation and knowledge base articles for end users.
Assist other IT resources as needed.
Perform related duties consistent with the scope and intent of the position.