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IT Systems Technical Support Specialist

ScottsdaleOn-site

AI Summary

Provides technical support to users by researching and resolving Level 1 issues and assisting with Level 2, managing help-desk requests, escalating issues, handling user accounts, and advising on system outages.

About this role

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago.

The IT Systems Technical Support Specialist I provides technical support to users by researching and answering questions and troubleshooting / resolving problems. They improve client references by writing and maintaining documentation and improve system performance by proactively identifying problems and recommending changes.

This is a part-time role up to 20 hours a week.

What You'll Do:

  • Determine problem definition, research and resolution of Level 1 complexity and assists with Level 2.
  • Coordinate problem-handling process for the information technology department
  • Manage and update pending user’s requests using help-desk tracking system
  • Escalate issues based on complexity and priority
  • Perform administrative tasks involved with creation, deletion and changes in user’s network accounts
  • Provide feedback to the team leader on key issues that affect IT services availability
  • Advise users on system outages
  • Be available for after-hours support/on-call when required
  • Assist network/system engineers (when needed) with maintenance and troubleshooting by providing local on-site presence with direction from the engineers
  • Install, configure and troubleshoot the following software products; Microsoft (MS) Office Suite, MS Windows 7/10, MS Active Directory, Email/O365, Anti-Virus products, Anti-SPAM products, and Remote Access methods (RDP, LogMeIn Rescue)
  • Administer Microsoft Active Directory, Office365, S2 Security, and AWS Connect call-system
  • Troubleshoot network and voice connectivity issues (with guidance from engineers)
  • Troubleshoot printer and copier connectivity issues as well as monitor toner levels
  • Configure and troubleshoot mobile devices, iPhone, Android
  • Foster a positive team environment
  • Ensure confidentiality of internal and external data
  • Perform ad-hoc projects and other duties as assigned

What You'll Need:

Professional Skills

  • These are the professional skills we would expect from an individual fully established in this role.
  • Customer Service - Advanced
  • Verbal Communication - Proficient
  • Written Communication - Proficient
  • Teamwork - Proficient
  • Relationships - Proficient
  • Negotiation – Proficient
  • Organizational Awareness – Proficient
  • Learning Agility - Proficient
  • Analysis - Proficient
  • Problem Solving - Proficient
  • Process Orientation - Proficient
  • Prioritization - Proficient

    • Role Specific Skills

  • Computer Skills: Proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred
  • Strong technical background on PC compatible type of hardware and peripherals
  • Macintosh (Mac) support experience is a plus but not required
  • Working knowledge of mobile devices; iPhone and Android
  • Working knowledge of basic networking: Ethernet, TCP/IP, DHCP, and DNS
  • System Experience with Microsoft products; Windows 7/10, Office 2013/2016, Active Directory, O365 preferred

    • Minimum Qualifications

  • Undergraduate degree in Information Technology / Information System / Computer Science preferred.
  • Able to work quickly and efficiently with a strong focus on achieving tasks.
  • Proficient in soft skills and with a strong customer service focus
  • 2+ years of experience in IT Technical Support field

    • Skills

    Anti-SPAM ProductsAnti-Virus ProductsAWS ConnectLogMeIn RescueMicrosoft Active DirectoryMicrosoft Office SuiteMS Windows 7/10O365Remote Desktop ProtocolS2 Security

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