IT Technician

JOB OVERVIEW

Working under the direction of the IT Director, this position will respond to, manage, troubleshoot and resolve technical issues for Century 21 Circle’s Companies in an efficient and timely fashion over the phone and/or through remote connectivity software.

Duties and Responsibilities

• Serve as primary level 1 support for all applications, systems and websites
• Support end user and sales associate needs for technical capabilities in the multiple offices throughout the Midwest and
Florida through remote sessions or deskside support
• Handle inbound calls and tickets requesting IT support and escalate when appropriate
• Maintain ownership of tickets and ensure customer satisfaction until ticket is closed
• Be able to meet the Service Level Agreement standards for the department
• Maintains confidentiality regarding the information being processed, stored and accessed by the end-users
• Perform other projects and/or duties as assigned

Qualifications- Education and Experience

• Associate degree in Information Technology or related field required; relevant education and experience may be considered in lieu of associate degree
• 1-2+ years of customer service experience required
• Experience in IT, specifically helpdesk support, or related field highly desirable
• Proficient with MAC and OS
• Experience working with network printers
• Experience with Microsoft Admin O365
• MUST HAVE WORKED THE NIGHT SHIFT BEFORE
• Hours for this role are 9AM to 5Pm Central Time

Knowledge, Skills & Abilities

• Must have printer and Office365 experience
• Must have strong communication skills (verbal and written) and be able to successfully communicate technical information to non-technical users
• Stellar customer service is a must; good diplomacy skills also required
• Willingness and ability to learn and support new tools and systems
• Knowledge of hardware, software and internet connectivity highly desirable
• Exposure to troubleshooting personal technology such as mobile devices as well as PCs strongly preferred
• Works well with a team and also be able to be self-directed
• Dynamic self-starter, who takes ownership of a task and completes it in a timely fashion
• Ability to perform under pressure by being able to multi-task and prioritize workload
• Knowledge and/or experience in the Real Estate industry is a plus and interest in real estate required