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Howard Hanna Real Estate Services · 2 weeks ago

Technical Support Analyst I

Mayfield Heights, OH

Full-time

Onsite

Entry Level

1+ years exp

Howard Hanna Real Estate Services is seeking a Technical Support Analyst I who will provide first-level support and coordinate incident resolution for the IT department. The Analyst will conduct onsite troubleshooting and installation of equipment while ensuring incidents are addressed in accordance with service level agreements.

Real EstateReal Estate Brokerage

Responsibilities

Troubleshoot and resolve IT issues via phone, email and in-person channels for desktop pcs, laptops, mobile devices, software applications, network and peripheral equipment

Ensure all incidents are resolved against service level agreements including logging and tracking of support requests

Partner with internal IT teams and vendors to resolve incidents

Proactively learn and train peers on new products, services and technical solutions within organization

Build and maintain knowledge base for support and incident management

Configure new PCs using an SCCM imaging process and deploy to business locations

Participate in a weekly on-call rotation for after-hours support

Qualification

Help Desk experienceMicrosoft platformsPC imagingIncident managementCustomer serviceAnalytical skillsPrioritizationVerbal communicationWritten communicationProblem solving

Required

1-3 years of experience working in a Help Desk or Service Desk role

Basic operating system (desktop/OS), networking and applications experience including familiarity with Microsoft platforms (Windows 11, Server 2008 or higher, Active Directory, etc.), mobile devices (Apple and Android)

Experience with PC imaging and hardware repair

Experience using incident and problem management ticketing solutions

Experience with troubleshooting and escalation of incidents including documentation, diagnosing and following first-level-resolution steps

Strong customer service ethic

Excellent verbal and written communication skills

Excellent analytical and problem solving skills

Ability to prioritize and quickly resolve issues