What are the responsibilities and job description for the Service Desk Technician I position at Mid-America Real Estate Group?
- Illinois – Oakbrook Terrace
Job Overview
As the Service Desk Technician I, you’ll be a vital part of our team, troubleshooting technical issues, implementing effective solutions, and optimizing systems to ensure smooth operations across departments. Your role is essential to maintaining the systems and processes that support the company’s ongoing success.
The position of Service Desk Technician is responsible for providing technical support to end-users, troubleshooting user requests, and resolving hardware, software, and network related issues. The person in this role is expected to have excellent communication skills and the ability to work under pressure to meet deadlines. Attention to detail will be a skill necessary to be successful in this role.
Primary Responsibilities:
- Respond and resolve technical issues of end-users by phone, email, or in-person.
- Provide excellent customer service to users by understanding their needs and responding promptly to their requests.
- Troubleshoot and resolve hardware, software, and network-related issues.
- Document all reported issues and resolutions into a ticketing system.
- Escalate complex issues to senior technical staff or management, as necessary.
- Track and monitor the status of all open tickets to ensure timely resolution and client satisfaction.
- Install, configure, and maintain hardware and software on end-user and company-owned devices.
- Assist with the development and maintenance of standard operating procedures (SOPs); compliance with these SOPs is crucial to success in this role.
Requirements:
- At least 1-2 years of experience in a technical support role
- Excellent communication skills, both verbal and written
- Technical proficiency in common software and hardware technologies; proficiency in Microsoft365 is required.
- Ability to work under pressure and meet deadlines.
- Excellent problem-solving and troubleshooting skills.
- Strong customer service skills and ability to work well in a team environment.
- Microsoft Certification (preferred)
Remote Work
This position is full-time in the office and requires regular regional travel. Some after-hours work may be required in emergency situations.
Salary: $50,000 to $70,000 per year, commensurate with experience and qualifications.
Salary : $50,000 - $70,000
