IT Service Desk Tech

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.

1. 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

Salary : $26 - $29