ABOUT THE TEAM
- Provide resolution to all desktop support requests to internal LeaseLabs by RealPage users as well as client’s, according to the client’s Service Level Agreement
- Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment
- Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications
- Consistently meet Service Level Agreements
- Communicate directly with users via phone, e-mail and remote diagnostics to identify, reproduce and resolve users reported issues
- Work independently to troubleshoot all support requests and follow escalation policies
WHAT YOU’LL DO
- Responsible for computer hardware builds and maintaining inventory for computers ready to deploy
- Provide support of email services for Microsoft BPOS
- Establish and maintain a positive professional relationship with users and clients
- Participate in testing, documentation and implementation of assigned projects
- Responsible for tracking hardware inventory per division policies
- Participates in after hours on call rotation
- Support tactical and strategic goals of the Desktop Support Team
- Provide training and mentoring for desktop support team members, including escalated support requests
- Prepare and conduct user training as requested
- Additional duties as assigned
- Proactively continue to expand professional development and industry knowledge
- Develop, maintain, and provide an advanced level of product and business knowledge
- Foster professional and team-oriented relationships with colleagues
- Maintains detailed comments in the support request tracking system, following policy and procedures
- Follow all internal and client specific policies and procedures
- Ensures confidentiality and reliability of corporate data, proprietary information, and intellectual property
RESPONSIBILITIES:
- Minimum of 3 years technical support experience in a corporate support environment
- Knowledge of complex information systems management normally acquired through a Bachelor degree in MIS or Computer Science, or the equivalent experience
- Expert knowledge of Windows required
- Expert knowledge of desktop hardware and common desktop software required.
- Expert knowledge of LAN connectivity required
- Previous experience with Microsoft BPOS or Microsoft Exchange Administration preferred
- MCP (Microsoft Certified Professional) & A + Certification highly preferred
- Excellent communication (written and verbal), troubleshooting and analytical skills required
- Demonstrated patience and overall courteous behavior when working with internal and external customers; including vendors
- Demonstrated ability to work independently; must be self-motivated and goal oriented
- Requires lifting, bending, stooping and moving various computer equipment up to 50 lbs
- Position may require work on hands and knees to deploy computer equipment and make repairs
- Availability to work in excess of forty hours per week including nights and weekends when projects demand
- Ability to thrive in a fast paced, rapid changing environment
- Excellent time management, issue management, and prioritization skills required
COMPANY PERKS:
- Company Events (including Wine Wednesdays, Fit Challenges, & Volunteer Events)
- Fido Fridays - we love our furry friends!
- Work From Home Fridays
- Educational Reimbursement Program
- Excellent office location and casual environment
- Advancement opportunities as the company grows and expands markets
To apply for this position, please click on the link below: