Help Desk Specialist
HomeServices of America HomeServices of America Minneapolis, MN Minneapolis, MN Full-time Full-time From $23 an hour From $23 an hour 3 days ago 3 days ago 3 days ago Who We Are:
We are looking for a Help Desk Specialist to join one of the nation's largest residential real estate services companies -- HomeServices of America, a Berkshire Hathaway affiliate.
HomeServices is the holding company for top-name real estate brokerages and related companies in more than 25 states, including local market leader Long Realty.
Our IT team provides support and oversight for subsidiary activities, while ensuring each company maintains local decision-making to operate how they know best.
We are recognized for our industry influence, innovation, and professionalism.
HomeServices of America is looking for a Help Desk Specialist within Scottsdale, AZ to provide on-site support for Prosperity Home Mortgage.
This position will provide daily support to the call center and leadership at the office along with some remote office locations.
As a help desk team member, it will be required to answer calls, provide desk side support, and track and resolve system software and hardware issues.
In addition, this position will be working with a larger IT Operations team for any escalated issues.
You will need to provide high attention to detail and prioritization and exceptional customer service.
Position
Responsibilities:
Answer phone calls, greet customers professionally and build rapport with customers Take incoming requests for support by phone, instant message, email or through the ticketing system web portal Gather information from customers and enter information into the ticketing system Create network, email and additional accounts in accordance with the submitted request ensuring accuracy of accounts Take responsibility for the service ticket and perform first level remediation actions including repair, replacement and installation of equipment, incident escalation and ticket resolution Provide timely advice and guidance for IT service desk incidents to customers and adhere to customer response time requirements based upon the ticket severity Assist HSoA and HSoA operating companies with a wide variety of IT issues such as connectivity, device configuration, maintenance and operations Install, configure, maintain, upgrade, repair and replace devices, desktop components, peripherals, monitors, phones, operating system, applications software and interfaces Complete asset management activities such as inputting and maintaining required equipment in the asset management software and manually tagging all equipment Support a clean and tidy work place for configuring, maintaining, repairing and packing equipment Complete project tickets and participate in departmental and inter-departmental project teams and committees regarding planning, purchasing and implementing information technology devices and services Participate in formal and informal service desk quality improvement activities and share technical problems and solutions to support continuous service desk improvement Position Requirements:
Technical knowledge of computer systems, peripherals, mobile devices and communication technologies Experience in customer phone support and customer service excellence Working knowledge of common application software such as Microsoft Office (Word, Excel, Outlook, PowerPoint, Access, and Project) to assess and resolve problems Active listening and strong interpersonal skills Ability to communicate with all levels of customers, vendors, and IT resources Capability to quickly recognize patterns, trends, themes and connections in information to develop solutions timely Strong analytic skills to accurately assess and resolve IT customer problems Careful attention to detail Excellent verbal and written communication skills Ability to work effectively, as well as independently, in a team environment Understand security impacts of end user requests and ensure adherence to company guidelines Demonstrate flexibility and capacity to adapt and learn in a dynamic work environment Support flexible work hours and on-call requirements Lifting and transporting of moderate weight objects, such as computers, printers and other peripherals Preferred Skills:
Microsoft O365 experience preferred Microsoft Azure Active Directory experience preferred Remote desktop control tools experience preferred Knowledge of best practices for handling malware, phishing and virus exposures preferred Technical certification preferred What We Offer:
We offer a competitive pay and benefits program including medical, dental, vision, 401(k), STD, LTD, paid parental leave and a great PTO plan.
Equal Employment Opportunity Job Type:
Full-time Pay:
From $23.
00 per hour
Benefits:
401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Tuition reimbursement Vision insurance Schedule:
Day shift Monday to Friday On call Ability to commute/relocate:
Minneapolis, MN 55435:
Reliably commute or planning to relocate before starting work (Required)
Experience:
IT Help desk:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
We are looking for a Help Desk Specialist to join one of the nation's largest residential real estate services companies -- HomeServices of America, a Berkshire Hathaway affiliate.
HomeServices is the holding company for top-name real estate brokerages and related companies in more than 25 states, including local market leader Long Realty.
Our IT team provides support and oversight for subsidiary activities, while ensuring each company maintains local decision-making to operate how they know best.
We are recognized for our industry influence, innovation, and professionalism.
HomeServices of America is looking for a Help Desk Specialist within Scottsdale, AZ to provide on-site support for Prosperity Home Mortgage.
This position will provide daily support to the call center and leadership at the office along with some remote office locations.
As a help desk team member, it will be required to answer calls, provide desk side support, and track and resolve system software and hardware issues.
In addition, this position will be working with a larger IT Operations team for any escalated issues.
You will need to provide high attention to detail and prioritization and exceptional customer service.
Position
Responsibilities:
Answer phone calls, greet customers professionally and build rapport with customers Take incoming requests for support by phone, instant message, email or through the ticketing system web portal Gather information from customers and enter information into the ticketing system Create network, email and additional accounts in accordance with the submitted request ensuring accuracy of accounts Take responsibility for the service ticket and perform first level remediation actions including repair, replacement and installation of equipment, incident escalation and ticket resolution Provide timely advice and guidance for IT service desk incidents to customers and adhere to customer response time requirements based upon the ticket severity Assist HSoA and HSoA operating companies with a wide variety of IT issues such as connectivity, device configuration, maintenance and operations Install, configure, maintain, upgrade, repair and replace devices, desktop components, peripherals, monitors, phones, operating system, applications software and interfaces Complete asset management activities such as inputting and maintaining required equipment in the asset management software and manually tagging all equipment Support a clean and tidy work place for configuring, maintaining, repairing and packing equipment Complete project tickets and participate in departmental and inter-departmental project teams and committees regarding planning, purchasing and implementing information technology devices and services Participate in formal and informal service desk quality improvement activities and share technical problems and solutions to support continuous service desk improvement Position Requirements:
Technical knowledge of computer systems, peripherals, mobile devices and communication technologies Experience in customer phone support and customer service excellence Working knowledge of common application software such as Microsoft Office (Word, Excel, Outlook, PowerPoint, Access, and Project) to assess and resolve problems Active listening and strong interpersonal skills Ability to communicate with all levels of customers, vendors, and IT resources Capability to quickly recognize patterns, trends, themes and connections in information to develop solutions timely Strong analytic skills to accurately assess and resolve IT customer problems Careful attention to detail Excellent verbal and written communication skills Ability to work effectively, as well as independently, in a team environment Understand security impacts of end user requests and ensure adherence to company guidelines Demonstrate flexibility and capacity to adapt and learn in a dynamic work environment Support flexible work hours and on-call requirements Lifting and transporting of moderate weight objects, such as computers, printers and other peripherals Preferred Skills:
Microsoft O365 experience preferred Microsoft Azure Active Directory experience preferred Remote desktop control tools experience preferred Knowledge of best practices for handling malware, phishing and virus exposures preferred Technical certification preferred What We Offer:
We offer a competitive pay and benefits program including medical, dental, vision, 401(k), STD, LTD, paid parental leave and a great PTO plan.
Equal Employment Opportunity Job Type:
Full-time Pay:
From $23.
00 per hour
Benefits:
401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Tuition reimbursement Vision insurance Schedule:
Day shift Monday to Friday On call Ability to commute/relocate:
Minneapolis, MN 55435:
Reliably commute or planning to relocate before starting work (Required)
Experience:
IT Help desk:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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