EDUCATION AND EXPERIENCE

• Associate degree in Information Technology or related field required; relevant education and experience may be considered in lieu of associate degree.
• 3-5 years of customer service experience required.
• 2-3 years of experience in IT, specifically helpdesk support required.
• Proficient with MAC and Windows
• CompTIA and/or other certifications a plus
• Experience with Microsoft 365 preferred
• Printer support experience preferred
• Knowledge and/or experience in the Real Estate industry is a plus.

KNOWLEDGE, SKILLS & ABILITIES

• 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 networking, IPBX Systems, 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 is able to be self-sufficient.
• 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.
• Willingness to travel
• Valid Driver’s License and reliable transportation required as job will include some travel including to sales offices, company-sponsored events, Century 21 Circle offices, and the corporate office, as needed.
• Solid knowledge of IT systems and applications
• Impeccable attention to detail and organizational skills are a must.
• Ability to accurately document processes and procedures in a timely and efficient manner.
• Strong critical thinking skills are a must.

PHYSICAL REQUIREMENTS

Light: Ability to lift up to 20 pounds maximum and some lifting and/or carrying such articles as IT technology or equipment, etc. While this job can be sedentary which involves sitting, a certain amount of walking and standing, this position also requires the ability to walk, stand, bend, push, pull and twist when supporting in-office on-site technology installations up to 8 hours/day several times per quarter.
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Job Type: Full-time
Pay: From $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Michigan City, IN 4636

PURPOSE OF POSITION

Working under the direction of the IT Director, the IT Support Specialist will respond to, manage, troubleshoot, and resolve technical issues in an efficient and timely fashion. Additionally, this role supports the IT Director in organizing, coordinating, and streamlining all processes with IT as well as providing first response capabilities for all IT needs. This position will provide consistent, knowledgeable, clear, and friendly IT support for all agents and staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as primary level 1 and level 2 support for all applications, systems, and websites.
• Support all technical needs for all Multistate offices 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.
• Travel throughout the Midwest when required with mileage reimbursement; some overnights required.
• Occasional after-hours work is required for project completion; some afternoon / weekend flexibility is required to reach project deadlines.
• Provide effective customer service for all internal customers by using excellent, in-depth knowledge of the company’s business tools and systems.
• Institute protocols for the use of IT across departments and projects.
• Act as liaison between end users and higher-level support to provide advice on the most suitable IT choices and provide technical support or training for systems and networks.
• Install and configure software and hardware (printers, networks cards, etc.)
• Monitor system and network performance including managing records, logs and reports of assistance in helpdesk ticketing system.
• Perform troubleshooting, repairs and data restoration; escalates the issue to the appropriate member of the IT team when necessary.
• Maintain licenses and upgrade schedules.
• Creates and facilitates IT/educational webinars for staff and agents
• Perform other projects and/or duties as assigned.