IT Technician

The IT Technician is the first point of contact for technology support across Ruhl&Ruhl’s eleven offices, serving roughly 400 employees and agents in a Google Workspace environment. This is a position we train into. Strong customer service and a willingness to learn matter more than a technical resume.

Organizational Relationships

• Reports to: IT Director
• Directs: This is a non-supervisory position.
• Works closely with: Agents, office staff, management, and the company’s managed service provider.

The IT department is a two-person team.

Essential Functions

• Support agents and staff with Google Workspace: Gmail, Drive, Shared Drives, Calendar, Meet, account access, and sharing permissions.
• Assist new agents during onboarding with account setup, device configuration, and migrating contacts and databases.
• Set up, configure, and deploy Windows laptops and desktops, monitors, docking stations, and peripherals.
• Troubleshoot computers, printers, copiers, conference room audio and video, and desk phones.
• Support the company phone system, including extensions, ring plans, and handsets.
• Apply patches and software updates across the managed endpoint fleet, and verify compliance.
• Maintain accurate records in the ticketing and asset inventory systems.
• Assist with door access and camera systems at the office locations.
• Travel to offices outside the Quad Cities weekly and as needed. Mileage is reimbursed.
• Perform other related duties as assigned.
• Door access control and camera systems across the offices
• Email security filtering and quarantine review

Network basics: switches, wireless access points, and how the offices connect

Customer service comes first. Most of this job is working with real estate agents, who are independent, busy, and range from highly technical to not technical at all. The same problem has to be explained three different ways to three different people without any of them feeling talked down to.

• Exceptional customer service, with the patience to work through a problem at whatever pace the user needs
• Ability to adjust explanations to the person in front of you, from an agent who has never changed a password to a manager who wants the technical detail
• Clear written and verbal communication, including correct grammar and spelling in email
• Willingness to say “I don’t know yet, let me find out” rather than guess
• Ability to manage several open issues at once and keep each one moving
• Comfort working independently at an office with no one else from IT on site
• Flexibility when priorities change mid-day, which they will
• Careful documentation: tickets, asset records, and notes another person can follow

Technical comfort, not technical expertise. You should be the person friends and family call when their computer stops working, and you should be curious about how things work., * High school diploma or equivalent

• Valid driver’s license and reliable transportation to the offices
• Demonstrated customer service experience in any field, including retail, hospitality, or call center work

Preferred, not required:

• Two-year technical degree, IT coursework, or equivalent hands-on experience
• Prior help desk or desktop support experience
• Exposure to Google Workspace, Windows, or real estate industry software

• Climate-controlled office, moderate noise level
• Hours are 8:00 a.m. to 5:00 p.m., Monday through Friday, with a one-hour lunch for full-time employees
• Occasional after-hours or weekend work for projects, office moves, and issues that cannot wait until morning
• Regular travel to sales offices throughout eastern Iowa and western Illinois. Mileage is reimbursed.

Physical demands

• Sit, stand, walk, and move about the office regularly
• Occasionally climb stairs, balance, stoop, kneel, crouch, or crawl, including work under desks and in equipment closets
• Talk and hear, both in person and on the telephone
• Use hands and fingers to manipulate tools, cabling, and equipment, and reach with hands/arms
• Occasionally lift and move up to 50 pounds, such as desktop computers, monitors, and printers
• Drive to all sales offices in eastern Iowa and western Illinois

Pay: $22.00 per hour

Expected hours: 40.0 per week, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance