IT Helpdesk Specialist
BHHS Carolinas Companies
Greensboro, NC US
Posted ago
BHHS Carolinas Companies

This position will serve as part of our IT team and be the first point of contact for staff and sales associates concerning any Information Technology systems and equipment support. This position will primarily provide support to our Triad and Charlotte locations and will serve as a backup to other offices in the Triangle and Pinehurst regions on an as-needed basis. This position works standard office hours but will cover evening and weekend IT tickets on a rotating basis. We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law. 

Responsibilities

Answer, address, and track help desk requests in a timely manner. (30-40%)

  • Receive, log, prioritize and organize calls in our IT ticketing system.
  • Resolve issues either onsite or working remotely with end users.
  • Dispatch complex requests to higher-level personnel as needed. Coordinate advanced internal technical support when necessary. 
  • Monitor response/resolution time of support requests. 

Provide troubleshooting support and analysis. (30-40%)

  • Respond to and analyze problems through discussions with users and technical staff. 
  • Provide troubleshooting support on Microsoft Office 365 products and company software.
  • Provide troubleshooting support on computer equipment and usage. 

Administer user logon. (5-15%)

  • Add, change, and remove user logon accounts as requested by management.
  • Perform password resets.
  • May assist in monitoring and enforcing licensing and security procedures.

Perform technology training for agents and/or employees. (5-15%)

Assist in support and development projects. Work may include performing research to enhance efficiencies, analyzing and documenting current systems, and assisting with testing and implementation of new technology systems. (5-15%)

May also assist in monitoring, setup, repair, and troubleshooting of printer/faxes/copiers/phone/computer equipment in offices. (0-10%)

Perform any additional responsibilities as requested or assigned. (0-5%)

Qualifications

Education:

  • Associate’s degree in information systems, computer science, or related field; or equivalent work experience and knowledge.

Experience:

  • Entry Level. Two years of related information technology experience preferred, including working with personal computers (Windows and Mac), mobile devices (Apple and Android), basic networking knowledge, and telecommunications equipment.

Knowledge and Skills:

  • Knowledge of basic technical aspects of computers, networks, and telecommunications equipment.
  • A genuine desire to provide excellent customer service, with exceptional communication and interpersonal skills.
  • Effective analytical, research, and problem-solving skills.
  • Ability to prioritize and handle multiple tasks and projects concurrently.
  • Take ownership of an issue and see that it is completed satisfactorily.
  • Able to work independently; resourceful and action-oriented.

Other (licenses, certifications, schedule flexibility/OT, travel, etc.):

  • This position requires frequent vehicle travel within the Triad area, and a valid driver’s license with proof of clean driving record and dependable, insured transportation. Business mileage will be reimbursed per IRS guidelines.
  • Flexibility in work schedule may be required to meet deadlines and service client needs.
  • This position works standard office hours but will cover evening and weekend IT tickets on a rotating basis. 

Compensation
$45,000 - $50,000 yearly
About BHHS Carolinas Companies

Join BHHS Carolinas Companies’ team of professionals. We are a collaborative group that likes to share ideas and welcomes diverse perspectives. We are attracted to proactive, forward-thinking problem solvers. The BH name is internationally recognized for its strong foundation, financial strength, and integrity. BH is #6 on Fortune’s list of most admired companies and #4 on Barron’s list of most trusted companies. Our parent company is also the largest real estate company in the US. We partner with our team members to provide opportunities for growth so that our associates can achieve successful and meaningful careers. 

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