Desktop Support Technician II
RealPage - Greer, SC

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The Desktop Support Technician II serves as the first line of technical support for internal RealPage customers and RealPage Cloud clients. This position provides technical assistance with desktop computers, desktop software and related technology both on-site and in a call center environment.

PRIMARY RESPONSIBILITIES
• Provide resolution to all desktop support requests to internal RealPage users as well as client’s, according to the client’s Service Level Agreement
• Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment
• Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications
• Consistently meet Service Level Agreements
• Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues
• Work independently to troubleshoot all support requests and follow escalation policies
• Responsible for computer hardware builds and maintaining inventory for computers ready to deploy
• Provide support of email services for Microsoft BPOS
• Establish and maintain a positive professional relationship with users and clients
• Participate in testing, documentation and implementation of assigned projects
• Responsible for tracking hardware inventory per division policies
• Participates in after hours on call rotation
• Support tactical and strategic goals of the Desktop Support Team
• Provide training and mentoring for desktop support team members, including escalated support requests
• Prepare and conduct client training as requested
• Additional duties as assigned
GENERAL OPERATIONAL GUIDELINES
• Proactively continue to expand professional development and industry knowledge
• Develop, maintain, and provide an advanced level of product and business knowledge
• Foster professional and team oriented relationships with colleagues
• Maintains detailed comments in the support request tracking system, following policy and procedures
• Follow all internal and client specific policies and procedures
• Ensures confidentiality and reliability of corporate data, proprietary information, and intellectual property
REQUIRED KNOWLEDGE/SKILLS/ABILTIES
• Minimum of 2 years technical support experience in a corporate support environment
• Advanced knowledge of Windows NT/2000/XP/7 required
• Advanced knowledge of desktop hardware and common desktop software required
• Advanced knowledge of LAN connectivity required
• MCP (Microsoft Certified Professional) & A + Certification highly preferred
• Excellent communication (written and verbal), troubleshooting and analytical skills required
• Demonstrated patience and overall courteous behavior when working with internal and external customers
• Demonstrated ability to work independently; must be self-motivated and goal oriented
• Requires lifting, bending, stooping and moving various computer equipment up to 50 lbs
• Position may require work on hands and knees to deploy computer equipment and make repairs
• Availability to work in excess of forty hours per week including nights and weekends when projects demand
• Ability to accurately perform basic to intermediate mathematical functions
• Ability to thrive in a fast paced, rapid changing environment
• Ability to travel occasionally as needed
This is a classified as a sensitive position and will require annual criminal background screenings.

RealPage - 18 months ago - save job - block
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RealPage touts its software as a real asset to real estate managers. The company's on-demand software platform is designed to make the...