IT SERVICE DESK TECH
Company: HomeServices of America Inc
Location: Eden Prairie
Posted on: October 24, 2024
Job Description:
Provide first level computer and communication systems technical
support, problem analysis, resolution and response for sales agents
and staff by fulfilling service requests. Perform system analysis
and project coordination activities in support of business
requirements.
Job Duties and Responsibilities (Essential Job Functions) Common
job activities are listed below; actual position responsibilities
may vary. Refer to your manager or human resources for specific
duties and performance expectations.
- Technical support and analysis: (60-70%)
-
- Provides a high level of customer service to all agents and
employees who reach out for assistance.
- Provide support and troubleshooting on company and real estate
agent-owned IT devices.
- Answer, prioritize, address and track service desk calls in a
timely manner.
- Respond to and analyze problems through discussions with
users.
- Log incidents and services requests and maintain relevant
records:
- Identify and classify the incident types and service
interruptions.
- Records incidents by cataloging them and escalating as
needed.
- Shadow end-users with onsite and remote administration tools to
determine and resolve hardware, software, and other technical
issues.
- Provide hardware maintenance, repair and software upgrades and
installation.
- Response to common requests for service by providing
information to enable fulfilment.
- Act systematically to respond to day-to-day operational needs
and react to them, avoiding service disruptions and maintaining
coherence to service level agreements and security requirements. 2.
Technical documentation and procedures: (10-15%)
-
- Develop technical documentation for internal procedures.
- Document and modify system requirements for end users.
- Design, test, and modify technical documentation and procedures
for end users and determine system functionality requirements. 3.
Plan and execute special project work relating to information
technology products and tools. (5-10%)
4. Assist end user community with software/program training.
Provide formal hands-on computer training to end users as needed.
(5-10%)
5. Perform any additional responsibilities as requested or
assigned. (0-5%)
Performance Expectations
- Meet all performance and behavior expectations outlined in the
company performance appraisal form or communicated by
management.
- Perform responsibilities as directed achieving desired results
within expected time frames and with a high degree of quality and
professionalism.
- Establish and maintain positive and productive work
relationships with all staff, customers and business partners.
- Demonstrate the behavioral and technical competencies necessary
to effectively complete job responsibilities. Take personal
initiative for technical and professional development.
- Follow the company HR Policy, the Code of Business Conduct and
all subsidiary and department policies and procedures, including
protecting confidential company information, attending work
punctually and regularly, and following good safety practices in
all activities. Qualifications
Education:
- Associate's degree in information systems, computer science or
related field; or equivalent work experience and knowledge.
Experience:
- 0-5 years related technical or help desk experience.
- Prior customer service experience strongly preferred. Knowledge
and Skills:
- Proficient technical knowledge of desktop applications,
including all MS Office applications, and basic knowledge of
networks, operating systems, and communication equipment.
- Excellent customer service skills.
- Effective oral and written communication
- Effective analytical, research, and problem solving
skills.
- Ability to prioritize and handle multiple tasks and projects
concurrently.
- Able to work independently; resourceful and action-oriented.
Other:
- Ability to work flexible schedule to include evenings, weekends
and holidays.
Wage: $26.44 - $28.85 hourly; actual wage is based upon education
and experience.
Benefits: Full suite of benefits including Medical, Health Savings
Account, Dental, Vision, Life Insurance, Paid Vacation (PTO),
401(k) with employer match, Flexible Spending Account, and Employee
Assistance Program (EAP)
Location: This is a remote hiring within the U.S. mainland, or if
candidate is local to the Eden Prairie, MN home office, will be
based out of this location with work from home flexibility.
Equal Opportunity Employer
Keywords: HomeServices of America Inc, Eden Prairie , IT SERVICE DESK TECH, Other , Eden Prairie, Minnesota
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