What are the responsibilities and job description for the IT Support Technician II position at Kidder Mathews?

Kidder Mathews has been a leader in the commercial real estate industry for over 56 years, fostering an innovative and dynamic work culture with more than 100 "best workplace" awards. Now the largest fully independent commercial real estate firm in the Western U.S., Kidder Mathews has over 900 professionals across 19 offices in Washington, Oregon, California, Idaho, Nevada, and Arizona. We offer a complete range of brokerage, appraisal, asset services, consulting, and debt & equity finance services for all property types. The firm averages $9 billion in transaction volume, manages more than 58 million square feet of space, and conducts 2,400 appraisal, consulting, and cost segregation assignments annually. Join us and find out what makes Kidder Mathews one of the best places to work.

Job Summary

Responsible for in person & remote troubleshooting of hardware and software issues. This is an internally facing position assisting real estate professionals in a corporate environment. IT Support Technicians troubleshoot issues with Windows, Office, UC software, industry-specific applications, create or disable Active Directory accounts, unlock accounts and reset passwords. Travel will be required as necessary to replace or reimage machines and / or troubleshoot issues unable to be resolved remotely.

Essential FunctionS

Provide Tier 2 support through efficient, extremely high-quality technical support services ensuring timely response to requests and excellent customer service
Answer, evaluate and prioritize incoming service requests, voicemail, emails and in person requests for assistance
Deploy and troubleshoot PC's, MAC's, laptops, printers, phones and other hardware as needed
Troubleshoot software issues, incl. OSX, Windows 7 / 10, Office 2010 / 2013 / 2016, mainstream browsers and industry specific software applications
Create, disable, or reset passwords for Active Directory accounts and manage group memberships
Join or decommission computers on corporate domain, in person and remote
Troubleshoot ShoreTel VoIP phones and UC software
Check email quarantines, evaluate and release items as needed or requested
Proactively log and update all issues in the service desk application within SLA's
Proactively communicate issue status to end users
Consult with end users to address issues and determine the best solution for all involved
Continually implement process improvements
Support regional offices remotely possible
Partner with Tier 3 team members to troubleshoot more complex issues
Support Tier 1 team members as requested

Other Functions

Travel to other offices as necessary

Add and remove assets from asset tracking system as needed

Perform other duties or projects as requested

Essential QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Associates degree and / or equivalent experience

EXPERIENCe REQUIRED

3-7 years' experience in a Desktop Support role

Required Knowledge

Proficient supporting Windows 7, 10

Proficient supporting Office 2010, 2013, 2016

Proficient using Active Directory in a support role

Familiarity with Office 365

Familiarity with OSX

Familiarity with basic networking concepts e.g. IPv4, DHCP

Skills and Ability

Professional and customer-service oriented with the ability to interface with employees and management

Professional telephone etiquette with excellent oral and written communication skills

Ability to multi-task and utilize resources to execute tasks within a deadline-oriented environment

Ability to prioritize and organize work load in order to meet daily, weekly and monthly deadlines

Commitment to continuous process improvement, initiatives and ability to solve problems creatively

Ability to build relationships and work cross functionally

Ability to function in a team environment with demonstrated ability in problem solving

Ability to speak, write and understand English

Ability to travel : must have working and insured car : must have valid driver's license and be insurable through our vendor

Work Environment

This is a standard office environment with standard office noise like talking, office equipment, etc.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee must frequently sit and use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position is sometimes active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing. The employee must frequently lift and / or move items up to 10 pounds and sometimes more than 10 pounds and rarely over 50 pounds. Specific vision abilities are required to do this job including close vision, distance vision, peripheral vision, depth vision and the ability to adjust focus. The employee must sometimes drive an automobile.

Supervisory Responsibilities

There are no supervisory responsibilities

Kidder Mathews is an equal opportunity employer does not discriminate based on race / ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by law. Kidder Mathews will accommodate candidates with disabilities to complete this application. Please contact recruiting@kiddermathews.com if you need an accommodation.AZ, NV, OR & WA residents : We Participate in E-Verify.CA residents : We collect various personal data from employees and applicants for purposes related to employment. Please review the Notice of Data Privacy for Employees and Applicants for detailed information concerning what information we collect, the purposes for which information is collected and with whom such information may be shared. You can find this notice on our careers page at Qualified individuals with arrest or conviction records will be considered for employment in accordance with the Los Angeles and San Diego County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Other details

Job Family Information Technology

Pay Type Hourly

Min Hiring Rate $28.00

Max Hiring Rate $31.88

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Salary : $28 - $32

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IT Support Technician II

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