Keller Williams Realty - Austin, TX
posted 3 months ago
About the position
As an IT Support Specialist, you will support our Austin office and remote staff, including troubleshooting and maintenance of all office computer systems, mobile devices, and IT infrastructure. This may include installing, configuring, and updating hardware and software, as well as fixing any issues related to the equipment that may come up on a daily basis. Our ideal IT Support Specialist has well-rounded advanced technical knowledge, demonstrates excellent customer service and communication skills, shows initiative, is self-directed, organized, and results-driven. A growth mindset is essential for success in this role. You will provide best-in-class support for our KWRI team members in a mixed Windows & Mac environment. Your responsibilities will include managing endpoint and software support through email and direct contact with the workforce, installing, relocating, configuring, troubleshooting, and supporting desktops, laptops, virtual machines, occasional mobile phones, VOIP products, peripheral equipment, and software. Establishing trust and maintaining a high level of confidentiality for all activities is crucial. Additionally, you will contribute to various forms of documentation such as processes, policies, training materials, quick reference guides, and knowledge base articles. You will assist with advanced technical projects, such as configuring an asset management database and building workflows to automate routine tasks and processes. Providing A/V conference support for onsite/offsite presentations, events, and meetings will also be part of your role. You will be responsible for desktop and laptop maintenance, including operating system refresh, hardware upgrades, and replacement of component parts. Furthermore, you will help management maintain an organized inventory on site, including labeling assets and submitting orders for new equipment as needed. Owning your assigned tickets and working closely with end users to resolve issues while identifying solutions to prevent them going forward is essential. You will also contact third-party support as needed for hardware and application errors and may be required to work occasional extended hours and perform other duties as required.
Responsibilities
- Support Austin office and remote staff with troubleshooting and maintenance of computer systems and IT infrastructure.
- Install, configure, and update hardware and software as needed.
- Fix issues related to equipment on a daily basis.
- Manage endpoint and software support through email and direct contact with the workforce.
- Provide A/V conference support for onsite/offsite presentations, events, and meetings.
- Contribute to documentation including processes, policies, training materials, and knowledge base articles.
- Assist with advanced technical projects, such as configuring an asset management database and automating tasks.
- Provide desktop and laptop maintenance, including operating system refresh and hardware upgrades.
- Maintain an organized inventory on site, including labeling assets and submitting orders for new equipment.
- Own assigned tickets and work closely with end users to resolve issues and identify preventive solutions.
- Contact third-party support for hardware and application errors.
- Work occasional extended hours and perform other duties as required.
Requirements
- Three plus years of experience in enterprise IT support or one year with a Bachelor's degree in computer science or a related field.
- Knowledge of Apple hardware, Mac OS X, IOS iPhones, and iPads is required.
- Experience installing, administering, and troubleshooting Windows computers and laptops within an Active Directory domain environment.
- Experience with Microsoft technologies including: Active Directory, Azure, Teams, Intune, Outlook, Office 365, and SCCM.
- Familiarity utilizing remote management and monitoring tools, such as NinjaOne, Splashtop, and RDP.
- Experience installing and supporting office video conferencing technologies.
- Experience troubleshooting Active Directory, TCP/IP networks, and common PC and Mac applications/operating systems.
- Understanding of networking, DHCP, and DNS within a local area network.
- Excellent written, verbal, and phone communications skills.
- Customer-oriented and cool-tempered.
Nice-to-haves
- Advanced Mac troubleshooting knowledge and/or experience administering Jamf.
- Industry certifications, e.g. Microsoft, Apple, Comptia A+ or ITIL.
- Experience using asset management platforms such as Oomnitza.
- Familiarity with our ticketing system, Zendesk.
- Experience configuring imaging software (SCCM).
- Proven success exceeding SLA, CSAT, and other ticketing KPIs.
- Can-do attitude, with ability to find creative solutions where necessary and follow through on issues until successful resolution is achieved.
- Strong organizational skills and an unwavering commitment to customer service.
- Demonstrated knowledge in both wired and wireless network technologies.
- Ability to make independent judgment calls to resolve urgent and critical matters.
