IT Help Desk Technician

Florida Realtors is the state's largest trade association, dedicated to serving the real estate community and Florida homeowners. They are seeking an experienced IT Help Desk Technician to provide technical support to REALTOR members and clients, ensuring excellent customer service and problem resolution.

Responsibilities

• Provide prompt, accurate, and courteous technical support that meets established service standards
• Translate technical concepts into clear, understandable guidance for members with varying levels of tech proficiency
• Demonstrate professionalism, patience, and problem-solving persistence in every interaction
• Deliver service and support to association members and Florida Realtors tech users via phone, chat, email, and/ or Salesforce support ticketing system, assessing the scope of the problem and determining any resolution
• Accurately gather caller information, assess the issue, and determine the appropriate resolution steps
• Apply working knowledge of computer software, hardware, and networking to assist users in troubleshooting issues related to PCs, Wi-Fi connectivity, Bluetooth, application performance, and webmail (e.g., Outlook, Google)
• Provide technical support and guidance to resolve users' computer hardware and software problems
• Accurately document and maintain case notes for all interactions and services provided using the Salesforce CRM or other designated systems
• Install or assist with installation, configuration, and troubleshooting of hardware, software, and peripheral devices such as printers and scanners
• Support REALTOR® members with Florida Realtors' proprietary products, including Form Simplicity, Sabal Sign, and MLSAdvantage, staying up to date on product enhancements and troubleshooting procedures
• Follow established departmental policies and procedures while identifying and escalating priority issues when necessary
• Stay informed about new technologies, system updates, and process improvements
• Remain flexible and assist with special projects or additional tasks as assigned

Skills

• High School diploma required
• 1 or more years of exceptional call center customer service experience, preferably in a technical support environment
• Proficient with Microsoft Office Suite with the ability to use Windows based PC, Voice over IP phone system, Salesforce CRM, Teamviewer
• Ability to learn new software including, company proprietary software, telephone phone systems, Computer, Laptop, Cell phone, Google suite, Zoom, WebEx, Microsoft Teams, Salesforce and/or other software or database management software
• Ability to learn and have a thorough understanding of technology proprietary to Florida Realtors such as Form Simplicity, Sabal Sign, and MLSAdvantage
• Excellent verbal and written communication skills with proven ability to explain in detail steps needed/taken to resolve issues
• Proper customer service phone etiquette and listening skills
• Ability to explain technical problems/solutions to nontechnical REALTORS
• Proven ability to troubleshoot, organize, complete assignments and complete call goals on time and as defined
• Ability to work independently as well as in a team environment as necessary
• Strong analytical and problem-solving skills
• CompTIA A+
• CompTIA Network+
• Microsoft Certified Desktop Support Technician (MCDST)

Benefits

• Rewarding 401k plan with 6% company match, fully vested
• Free medical insurance for you as an employee
• Availability of dental, vision, FSA, disability coverage, company-paid life insurance, EAP, and more
• Flexible work environment with partially remote schedule
• Generous paid vacation days and sick days, and 9 company holidays
• Vacation buy-back plan
• Possible $5000 grant on the purchase of your first home

Company Overview