Help Desk Representative

Job Summary:As Northrop Realty’s Help Desk Representative you are the gateway to resolving technology problems for members of the brokerage. You will serve as the first point of contact for the IT Help Desk Team, assisting users with Google Workplace, Zoom, Uniflow Printing, WiFi issues, and more. You install, maintain, and repair IT equipment, systems, and software throughout our offices. You provide technical assistance and answers to user questions with 5-star customer service. You help keep our brokerage running seamlessly by anticipating and troubleshooting problems with computer hardware and software.Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.Provide first-level technical support to employees, agents, and leadership via phone, email, or in person.Diagnose and resolve basic hardware, software, and network issues related to real estate-specific tools, applications, and systems.Assist users with setting up, configuring, and troubleshooting computers, mobile devices, printers, and other office equipment.Ensure all support requests are logged into the ticketing system and appropriately prioritized.Provide guidance on how to use various company software tools, including real estate CRM systems, telephone software, and other commonly used platforms.Troubleshoot internet connectivity issues, VPN access, and remote desktop connections.Assist in the onboarding of new employees by setting up devices, accounts, and software applications.Perform basic preventative maintenance and system updates to ensure smooth operation of all IT systems.Maintain a high level of customer service and professionalism while supporting end users.Stay up to date with new technologies, tools, and trends within the real estate industry.Ensures compliance with all Long & Foster IT processes, procedures, and practices; ensures that our team is properly trained and adheres to those processes, procedures, and practices. Installs and updates software and hardware.Identifies, investigates, and applies knowledge of computer software, hardware, and procedures to resolve user problems with computer software and hardware. This may include fielding support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.Arranges service by software or hardware vendors to repair or replace defective products.Communicates with the Facilities Department and Help Desk Specialist on upcoming initiatives that require support.Maintains knowledge of technology innovations and trends. Provides emergency call support after hours.Lives the Northrop values.Supervisory Responsibilities: None.