IT Support Technician - (REMOTE)

The IT Support Technician is responsible for the efficient handling of support requests pertaining to computer systems, software, and hardware used by exp Realty staff. These systems include email and messaging communication, collaboration and document management, phone and networking, and specialized systems we license from various vendors.

Critical to the success of this position will be the ability to effectively manage and process requests submitted to the help desk ticketing system in a prompt and professional manner. An understanding of networking, various operating systems, cloud services including Google G Suite, Workplace, communications, remote management tools, and other technologies commonly used today will be vital to the success of the IT Support Technician.

How you will make an impact:

• Utilize remote monitoring and management software to efficiently troubleshoot and maintain software and hardware deployed throughout the company
• Order/deploy hardware for new and existing employees, as well as receive hardware returns.
• Process any adds, removes, or changes to staff accounts on the various company systems
• Work with vendors for hardware repairs
• Deploy and maintain procedures, work instructions, and security standards for all company issued computer hardware and software
• Respond to help desk requests in a prompt and professional manner
• Record events and problems and their resolution in ticket logs
• Write technical documentation and knowledge base articles
• Escalate or direct help desk requests to the appropriate teams, departments, and management.
• Provide accurate information on IT products, systems, or services
• Pass on any feedback or suggestions by staff to management or the appropriate internal team
• Identify and suggest possible improvements on procedures
• Perform designated job tasks efficiently and within the provided time frame.
• Maintain regular communication with team members and supervisors through email, instant messaging, video conferences, or other designated communication channels.
• Attend virtual meetings, provide updates on progress, and actively participate in discussions.
• Adhere to company policies and guidelines, including data security and confidentiality.
• Complete assigned projects, assignments, or tasks with attention to detail and quality.
• Manage and prioritize workload effectively to meet deadlines and deliver results.
• Continuously update job knowledge by participating in training opportunities or self-directed learning.
• Collaborate with colleagues on shared documents or projects using remote collaboration tools.
• Take ownership of assigned work and demonstrate initiative in identifying and addressing challenges.
• Ensure availability and responsiveness during agreed-upon working hour
• Other duties as assigned

Key success metrics will be:

• Customer Satisfaction Rating
• Issue resolution time
• Issue response and wait time

Do you have experience in Video conferences (communication methods)?, Do you have a Bachelor’s degree?, * Bachelor of Science in Information Systems, Computer Science or a related discipline and / or 3 to 5 years professional experience.

• Expertise in Microsoft Windows environment, including hardware troubleshooting
• Working knowledge of help desk, remote monitoring and management, and antivirus software
• Hands on experience of installing IT hardware and software for Windows and Apple products
• Experience with cloud-based services (Workplace, Google G Suite, etc)
• Strong interpersonal skills
• Strong organizational and process management skills
• Able to articulate complex concepts in a meaningful and understandable way
• High degree of creativity and problem-solving ability
• Able to multitask and manage priorities
• Able to define and achieve objectives
• Able to quickly learn and absorb new systems, applications, processes, and procedures.
• Agile/Flexible attitude
• Strong attention to detail required
• Excellent customer service abilities: written and verbal communication must be superb
• Excellent critical thinking and problem solving skills
• Team player - able to complete individual tasks as well as work on a team to accomplish a goal
• Experience in the real estate industry strongly preferred
• Excellent communication skills both written and verbal
• Experience in coordinating events and group activities
• Conflict resolution and active listening: ability to assess a customers need or concerns and deliver solutions using critical and creative thinking
• Proficient knowledge of G Suite required; Microsoft Office experience is a bonus
• Remote Work experience required
• Dedicated home-office/work space
• Aptitude for using online platforms and softwares to work remotely

Preferred Experience:

• Okta Identity Management
• Endpoint management tools (Jamf, Intune )
• Scripting Tools and AI Automation
• Working in a remote environment
• Mac and related products
• Zoho Desk
• Image creation and management

Pulled from the full job description

• 401(k) 4% Match
• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Vision insurance
• Health savings account, * Fully remote environment
• Unlimited PTO for salaried employees
• 401k with 4% match (immediate vesting)
• Robust Medical, Dental, & Vision benefits
• Company provided equipment
• Monthly Technology Stipend
• FSA & HSA with employer contributions
• Health & Wellness incentives
• 100% Paid Parental Leave
• And more…

EEO Statement