Help Desk Support Technician
Keller Williams Realty International
What you’ll be called: HELP DESK SUPPORT TECHNICIAN
Where you’ll work: IT
Who’s the boss: JIM HITCHCOCK, INFRASTRUCTURE SERVICES DIVISION MANAGER
Who are we?
Keller Williams Realty Inc. is the second largest real estate company in North America. Founded in 1983, we pride ourselves on a unique, agent-centric culture emphasizing a profit sharing system which rewards our associates as stakeholders and partners. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, Texas. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, lives worth living, and businesses worth owning. In this way we fulfill our vision to be the real estate company of choice.
Who are we looking for?
KWRI thrives within a creative and collaborative culture, where being at the forefront of real estate is our primary goal. As an employee at KWRI, you will have the opportunity to work within a global organization that is growing at the speed of light. We’re looking for adaptable, flexible, and creative people who want to be a part of a dynamic environment and make an impact on the future of real estate.
The IT department is looking for a fast-paced, independent thinker who prefers a challenging environment and has a proven track record for success. We are looking for a person that is self-motivated and loves an environment that allows you to create your own growth path.
What will you do?
Under general supervision, provides first level technical support for Keller Williams Realty Employees within a local area network.
Essential Duties and Responsibilities:
a. 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
b. Effectively communicate with end users to identify issues and develop solutions
c. Research questions using available information resources
d. Escalate complex problems to second level support
e. Administer accounts for Active Directory, Exchange, VoIP Phone System, Intranet, and other systems
f. Log and track work through the Helpdesk ticketing system
g. Maintain an up to date inventory of all computers, laptops, printers, and telephony devices
h. Maintain system images for the various computer/laptop models within the company
i. Replace and retire hardware in accordance to scheduled life cycle policies
j. Contact software and hardware support as needed for hardware and application errors
k. Write, revise, and update user training manuals and internal procedures as needed
l. Provide Wi-Fi and email support for smart phones, tablets, and other mobile devices
m. Place orders for supplies as needed
n. Provide support for minor non-technical hardware/furniture related requests
o. Work extended hours and perform other duties as required
a. Research, collect, and understand complex information
b. Demonstrate great communication and customer service
c. Develop solutions for complicated problems and errors
d. Adapt to a fast paced and demanding environment with frequently shifting priorities
e. Punctual, consistent, and highly dependable
f. Demonstrate sound and accurate judgment
g. Highly organized and stresses quality over quantity
a. Associate's degree (A. A.) or equivalent from two-year College or technical schoolA strong interest in learning about technology
b. Proficient with installing, administering, and troubleshooting Windows computers and laptops within an Active Directory domain environment
c. Basic understanding of networking, DHCP, and DNS
d. General understanding of networking within a Local Area Network
e. Solid knowledge of Windows 7 and Microsoft Office
f. Familiar with Computer Imaging Software
g. General understanding of VoIP Phone technology