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Job Description

 

Help Desk Support Technician

Summary: Under general supervision, provides first level technical support for Keller Williams Realty Employees within a local area network
 
Benefits:
· Excellent medical benefits
· Exceptional profit sharing program
· Very generous paid time off
· 401k matching up to 4%
· Beautiful office facilities with garage parking
· Close proximity to Zilker Park!
 
Essential Duties and Responsibilities:
·         Receive, prioritize, and respond to incoming technical support requests entered into the Helpdesk ticketing system by end users experiencing problems relating to computer hardware and software, VoIP phones, printers, peripherals, connectivity, and other computer and network-related technologies
·         Effectively communicate with end users to identify issues and develop solutions
·         Research questions using available information resources
·         Escalate complex problems to second level support
·         Administer accounts for Active Directory, Exchange, VoIP Phone System, Intranet, and other systems
·         Log and track work through the Helpdesk ticketing system
·         Maintain an up to date inventory of all computers, laptops, printers, and telephony devices
·         Maintain system images for the various computer/laptop models within the company
·         Replace and retire hardware in accordance to scheduled life cycle policies
·         Contact software and hardware support as needed for hardware and application errors
·         Write, revise, and update user training manuals and internal procedures as needed
·         Provide Wi-Fi and email support for smart phones, tablets, and other mobile devices
·         Place orders for supplies as needed
·         Provide support for minor non-technical hardware/furniture related requests
·         Work extended hours and perform other duties as required
Characteristics:
·         Research, collect, and understand complex information
·         Demonstrate great communication and customer service
·         Develop solutions for complicated problems and errors
·         Adapt to a fast paced and demanding environment with frequently shifting priorities
·         Punctual, consistent, and highly dependable
·         Demonstrate sound and accurate judgment
·         Highly organized and stresses quality over quantity
 
 
Skills:
·         Proficient with installing, administering, and troubleshooting Windows computers and laptops within an Active Directory domain environment
·         Basic understanding of networking, DHCP, and DNS
·         General understanding of networking within a Local Area Network
·         Solid knowledge of Windows 7 and Microsoft Office
·         Familiar with Computer Imaging Software
·         General understanding of VoIP Phone technology
 
Background:
Associate's degree (A. A.) or equivalent from two-year College or technical school

Job Summary

Position Title

Help Desk Support Technician

Location

Austin, TX

Job Type

Contact Info

  • Human Resources
  • 512/327-3070
  • Email

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