IT Support Specialist

Hubbell Realty Company - West Des Moines, IA

Full-time - Entry Level

West Des Moines, IA

Real Estate

About the position

The IT Support Specialist at Hubbell Realty Company is a full-time position that plays a crucial role in providing technical support to users in an efficient and customer-service oriented manner. This position serves as the organization's front-line in responding to and solving technical problems, ensuring that employees have the necessary support to perform their tasks effectively. The IT Support Specialist will be responsible for addressing a variety of technical issues related to hardware, software, and networking, and will assist users with account setups, password resets, and general system access. In addition to providing first-level support, the IT Support Specialist will troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, and other peripherals. This role requires collaboration with other IT staff to address complex technical issues and perform routine maintenance tasks such as software updates, backups, and hardware upgrades. The specialist will also monitor system performance and security alerts, maintaining accurate records of IT assets, including software licenses and hardware inventory. User training and documentation are also key components of this role. The IT Support Specialist will provide basic training to end-users on commonly used applications and tools, create and update documentation for IT procedures, troubleshooting steps, and FAQs, and assist in developing user guides and instructional materials. Furthermore, the specialist will support the management and maintenance of the organization's network infrastructure and assist in implementing security protocols to protect sensitive data. The position also involves project assistance, where the IT Support Specialist will support the IT team in larger projects such as system upgrades and new technology implementations. The role requires travel to off-site locations in the greater Des Moines area, necessitating a personal vehicle. Overall, this position is vital for ensuring that the IT department runs smoothly and that employees receive the support they need to succeed in their roles.

Responsibilities

• Provide first-level support for hardware, software, and networking issues to internal employees.
• Respond to user inquiries, diagnose technical issues, and provide solutions or escalate as needed.
• Assist users with account setup, password resets, and general system access.
• Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, and other peripherals.
• Diagnose software-related problems and provide step-by-step guidance to resolve them.
• Collaborate with other IT staff to resolve complex technical issues.
• Perform routine maintenance tasks such as software updates, backups, and hardware upgrades.
• Monitor system performance and security alerts, and take appropriate action to address potential threats.
• Maintain accurate records of IT assets, including software licenses, hardware inventory, and maintenance schedules.
• Provide basic training to end-users on commonly used applications and tools.
• Create and update documentation for IT procedures, troubleshooting steps, and FAQs.
• Assist in developing and maintaining user guides and other instructional materials.
• Assist in the management and maintenance of the organization's network infrastructure.
• Support the implementation and maintenance of security protocols to protect sensitive data.
• Monitor and manage user access and permissions according to company policies.
• Support the IT team in larger projects, such as system upgrades, migrations, and new technology implementations.
• Test and deploy new hardware and software as part of project rollouts.
• Manage ticketing and queues providing exceptional support and resolution times.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Track, route, and redirect problems to correct resources.
• Diagnose computer hardware, mobile devices, copiers, printers, software, 3rd party technology, and network connectivity issues including LAN, WAN, and VPN access.
• Assist with application provisioning and deployment of new technology equipment to end-users and new staff.
• Ensure company-related technology equipment is properly maintained and operational.
• Maintain company-related technical orientation and training programs.
• Implement and maintain company-related technology inventory (hardware, software, and licensing).
• Perform other duties as assigned.

Requirements

• Associate's degree in Information Technology, Computer Science, or a related field.
• Two + years' experience in IT support or a similar technical support role.
• Proficiency in Microsoft Office / Office 365 and application support experience.
• Experience with operating systems, including Microsoft Windows, MacOS, iOS, Android, and Linux.
• Experience with cameras, door access, and security systems.
• Experience with Mobile Device Management solutions.
• Working knowledge of basic computer networking (LAN, WAN, VPN).
• Working knowledge of computer hardware (Desktops, laptops, tablets, mobile devices, etc.).
• Strong work ethic and ability to thrive in a fast-paced learning environment to quickly acquire new skills.
• Must have a valid driver's license, a reliable vehicle to perform various help desk tasks and proof of liability insurance.
• Ability to lift at least 25 pounds.

Nice-to-haves

• Advanced troubleshooting skills.
• Ability to absorb and retain information quickly.
• Excellent customer service in both written and oral communication.
• Ability to work in a team-oriented, collaborative environment.
• Ability to multitask, prioritize, and meet deadlines under pressure.
• Ability to create and document processes and procedures.
• Outgoing personality with the ability to be flexible and interact with all levels of management and staff.