Job description

An exciting opportunity for the right individual to be a major contributor in a successful 60+ year real estate company. The ideal candidate will have a strong background in support and training, including experience managing multiple projects and supporting multiple stakeholders. While hardware and network knowledge is a plus, ideal candidate must possess a strong ability to understand and support software projects (no programming experience necessary).

Functional Responsibilities:

• Works closely with the IT Manager to support the organization’s proprietary software infrastructure and related system needs, which will vary in size and complexity.
• Ability to develop a deep understanding of our current proprietary software and its infrastructure (both front-end and back-end design).
• Manages customer support cases through phone and email submission with an awareness of being the “Face of IT” to the organization with professionalism and exceptional customer service resulting in a high degree of trust.
• Drives key business initiatives and solutions by assisting in the oversight of ongoing updates and enhancements to the internal platform based on user needs and evolving technology.
• Assists in managing third-party vendor relationships/partnerships while developing a strong understanding of third-party products/tools offered to the organization.
• Facilitates technical training sessions and workshops to ensure all stakeholders are knowledgeable and confident in using in using new and current technology and tools.
• Proven ability to engage with and build successful collaborative working relationships with peers and team members from various areas of the company.
• Maintains effective lines of communication with all key stakeholders (office leaders, sales associates, project team members, etc.) at various levels of the organization on the status and scope of technical projects.
• Responsible for supporting desktops, laptops, printers, phones, mobile devices and other technology and software to end-users.
• Manage the technical onboarding process for employees/sales associates by creating accounts throughout various systems and applications.
• Updating, creating and maintaining an accurate library of IT documentation.

Required Experience, Desired Skills & Qualifications:

• 3-5 years of relevant work experience
• Real estate experience or knowledge a plus
• Knowledge in Windows 10/11, MacOS, Windows Server, Microsoft Exchange, hardware, and helpdesk processes.
• Ability to learn internal, custom software and systems.
• Logical troubleshooting skills across the enterprise technology stack
• Strong technical ability
• Grow in the ability to resolve complex issues and reduce the need to escalate to other team members.
• Excellent written and verbal communication with all levels of the organization: As a customer-facing position, the Technical Support Specialist must have professional communication skills with all levels of the organization, the ability to interact with a wide variety of personality types, and exceptionally good follow-up / follow-through skills.
• A sense-of-urgency with internal motivation and capacity to work in a sometimes demanding, fast-paced environment.
• A collaborative team member with a continuous improvement mindset

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday
• Rotating weekends

Ability to commute/relocate:

• Hockessin, DE: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk (Preferred)
• with projects (Preferred)

Work Location: One location

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