Associate Helpdesk Analyst

Brookfield Residential Properties Austin, TX
POSITION SUMMARY

The Associate Helpdesk Analyst / Desktop Support Technician will provide hands-on and remote technical support with the ability to resolve Tier I incidents independently. The individual will provide responsive communication and superior customer service to inquiries and requests for assistance with the organization's end user technologies. Analyzes, troubleshoots, and resolves problems with the goal of eliminating recurrences and reducing requests to the help desk utilizing a preventative and proactive methodology. Demonstrates high initiative and ownership of issues related to technology.

AREAS OF RESPONSIBILITY

* Hands on and remote technical support for all end user hardware and software

* Analyze, troubleshoot, and resolve help desk requests

* Perform new hardware and software installations and configurations

* Utilize a Help Desk ticketing system to assure all incidents are properly logged, reported, and tracked to resolution

* Periodic travel to remote sites in other states may be required.

QUALIFICATIONS

Education: A post-secondary certificate or degree in a related technical field, technical certifications, or equivalent experience is recommended but not required.

Experience: 2 years of progressive experience supporting end user and office technologies such as desktop computers, Microsoft networks, AV equipment, and mobile devices is preferred but not required.

Knowledge/competencies:

* Strong hands-on technical support skill sets with computer hardware, software, and mobile devices: Lenovo computer systems, Apple and Android mobile devices, Windows 7, Microsoft Active Directory, Exchange, Outlook, Office 365, general networking concepts (IP, DNS, DHCP)

* Experience with enterprise antivirus software

* Experience configuring and troubleshooting Mobile devices (Apple, Android)

* Experience using and managing a help desk ticketing system

* Excellent interpersonal, communication and written documentation skills with ability to communicate technical information to non-technical users

* Energetic, motivated and flexible a big plus