IT Support Technician
EXP Realty LLC
Remote
General Summary:
The IT Support Technician is responsible for the efficient handling of support requests pertaining to computer systems, software, and hardware used by eXp Realty staff. These systems include email and messaging communication, collaboration and document management, phone and networking, and specialized systems we license from various vendors.

Critical to the success of this position will be the ability to effectively manage and process requests submitted to the help desk ticketing system in a prompt and professional manner. An understanding of networking, various operating systems, cloud services including Google G Suite, communications, remote management tools, and other technologies commonly used today will be vital to the success of the IT Support Technician.

Major Duties & Responsibilities:
Provide remote technical assistance for computer systems, software, and hardware
Order/deploy hardware for new and existing employees, as well as receive hardware returns.
Respond to help desk requests in a prompt and professional manner
Write technical documentation and knowledge base articles
Process any adds, removes, or changes to staff accounts on the various company systems
Deploy and maintain policies and security standards on all company issued computer hardware and software
Utilize remote monitoring and management software to efficiently troubleshoot and maintain software and hardware deployed throughout the company
Escalate or direct help desk requests to the appropriate teams or departments
Record events and problems and their resolution in ticket logs
Provide accurate information on IT products, systems, or services
Pass on any feedback or suggestions by staff to management or the appropriate internal team
Identify and suggest possible improvements on procedures

Key success metrics will be:
System availability
Issue resolution time
Issue response and wait time

Education:
Bachelor of Science in Information Systems, Computer Science or a related discipline and/or 3+ years professional IT experience.

Experience:
3+ years of professional IT experience, including hardware troubleshooting
Expertise in Microsoft Windows environment
Working knowledge of help desk, remote monitoring and management, and antivirus software
Hands on experience of installing IT hardware and software
Confident and polished communications skills
Experience with cloud-based services (Google G Suite, AWS, etc)
Strong interpersonal skills
Strong organizational and process management skills
Able to articulate complex concepts in a meaningful and understandable way
High degree of creativity and problem-solving ability
Able to manage priorities
Able to define and achieve objectives