Under the direction of the IT Manager, this Help Desk Support Technician will support customers in technical problems they may encounter in the operation of software, hardware, operating systems, e-mail, etc. This position will also assist with internal department support and projects as assigned by the IT Manager.

*Please note that this is a fully onsite position based out of Southfield.

Duties and responsibilities

• Installs, tests, troubleshoots, repairs and maintains a variety computing hardware and software systems, with local area network and wide area network connections.
• Assists in managing our email system.
• Assists in acquiring, managing, and organizing hardware and software inventory.
• Follows department protocol for managing calls and workflow.
• Takes appropriate action to ensure a satisfactory response within acceptable time frames for the user community.
• Keeps up to date with current technical trends.
• Produces support documentation for user community and internal needs as needed.
• Assists with special department projects as needed and requested.
• Completes other administrative and support-related duties as assigned.

Supervisory Responsibilities:

This position does not have any direct reports.

Qualifications needed to perform this position:

• An Associate’s Degree OR HS Diploma plus relevant IT certifications. At least couple of years of IT experience is must.
• Excellent computer skills including Word, Excel, and Outlook knowledge; Strong understanding of a wide variety of computing equipment and software; Strong knowledge of Windows operating systems; Ability to operate and troubleshoot a variety of standard office equipment including desktop and laptop computers, printers, copiers, etc.
• Excellent oral, written, and language skills to be able to read, comprehend, and generate simple instructions, short correspondence, and memos. Ability to write clear, effective and error free correspondence. Responds well to internal and external customer’s questions, and speaks clearly and persuasively in positive and negative situations.
• Excellent customer service skills in terms of the proven ability to create a memorable and lasting positive customer experience with end users and team.
• Must be physically capable of lifting equipment up to 50 lbs. on regular basis with or without accommodation.
• Must have reliable transportation and be willing to travel to offices locally as needed.

Competencies needed to be successful in this position:

• Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Troubleshooting Ability: Excellent troubleshooting skills are a must.
• Decision Making/Problem Solving: Uses reason even when dealing with emotional topics; Generates sensible, realistic and/or practical solutions to problems.
• Integrity: Puts the organization’s interests above self; ability to remain consistent in terms of what one says and does in terms of behavior towards others.
• Analysis/Strategic Skills: Identifies problems and opportunities; Relates and compares data from different sources;
• Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Able to plan a course of action for self to ensure the accomplishment of specific objectives.
• Team Work: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Contributes to building a positive team spirit.
• Quality/Quantity: Demonstrates accuracy and thoroughness in work and research activities; Strong attention to detail; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in a timely manner; able to effectively process high volume of payables.
• Adaptability: Flexes and adjusts quickly to changing priorities.
• Initiative: Has the ability to work independently without direct supervision; Volunteers readily; Asks for and offers help when needed.
• Customer Service/Alignment: Provides superior customer service by anticipating the needs of the customer, Maintains, and grows the Real Estate One business by responding and following up on all customer inquires in a timely, professional manner; Has a strong sense of urgency by responding to requests for service and assistance and meets commitments; Makes each customer feel their needs are top priority; Solicits customer feedback to improve service.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Experience:

• Help desk: 2 years (Required)
• IT support: 2 years (Required)

Work Location: In person