IT Support Technician II

Kidder Mathews has been a leader in the commercial real estate industry for nearly 60 years, fostering an innovative and dynamic work culture with more than 100 "best workplace" awards. Now the largest fully independent commercial real estate firm in the Western U.S., Kidder Mathews has over 900 professionals across 19 offices in Washington, Oregon, California, Nevada, and Arizona. We offer a complete range of brokerage, appraisal, asset services, consulting, and debt & equity finance services for all property types. The firm averages $9 billion in transaction volume, manages more than 54 million square feet of space, and conducts 2,700 appraisal, consulting, and cost segregation assignments annually.

Job Summary

Responsible for in person & remote troubleshooting of hardware and software issues. This is an internally facing position assisting real estate professionals in a corporate environment. IT Support Technicians troubleshoot issues with Windows, Office, UC software, industry-specific applications, create or disable Active Directory accounts, unlock accounts and reset passwords. Travel will be required as necessary to replace or reimage machines and/or troubleshoot issues unable to be resolved remotely.

Essential FunctionS

• Provide Tier 2 support through efficient, extremely high-quality technical support services ensuring timely response to requests and excellent customer service
• Answer, evaluate and prioritize incoming service requests, voicemail, emails and in person requests for assistance
• Deploy and troubleshoot PC’s, MAC’s, laptops, printers, phones and other hardware as needed
• Troubleshoot software issues, incl. OSX, Windows 7/10, Office 2010/2013/2016, mainstream browsers and industry specific software applications
• Create, disable, or reset passwords for Active Directory accounts and manage group memberships
• Join or decommission computers on corporate domain, in person and remote
• Troubleshoot ShoreTel VoIP phones and UC software
• Check email quarantines, evaluate and release items as needed or requested
• Proactively log and update all issues in the service desk application within SLA’s
• Proactively communicate issue status to end users
• Consult with end users to address issues and determine the best solution for all involved
• Continually implement process improvements
• Support regional offices remotely possible
• Partner with Tier 3 team members to troubleshoot more complex issues
• Support Tier 1 team members as requested

Other Functions

• Travel to other offices as necessary
• Add and remove assets from asset tracking system as needed
• Perform other duties or projects as requested

Essential Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Associates degree or A+ certification and/or equivalent experience

EXPERIENCe REQUIRED

• 3-7 years’ experience in a Desktop Support role

Required Knowledge

• Proficient supporting Windows 7, 10
• Proficient supporting Office 2010, 2013, 2016
• Proficient using Active Directory in a support role
• Familiarity with Office 365
• Familiarity with OSX
• Familiarity with basic networking concepts e.g. IPv4, DHCP

Skills and Ability

• Professional and customer-service oriented with the ability to interface with employees and management
• Professional telephone etiquette with excellent oral and written communication skills
• Ability to multi-task and utilize resources to execute tasks within a deadline-oriented environment
• Ability to prioritize and organize work load in order to meet daily, weekly and monthly deadlines
• Commitment to continuous process improvement, initiatives and ability to solve problems creatively
• Ability to build relationships and work cross functionally
• Ability to function in a team environment with demonstrated ability in problem solving
• Ability to speak, write and understand English
• Ability to travel: must have working and insured car: must have valid driver's license and be insurable through our vendor

Work Environment

• This is a standard office environment with standard office noise like talking, office equipment, etc.

Physical Demands

• While performing the duties of this job, the employee is regularly required to talk and hear. The employee must frequently sit and use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position is sometimes active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing. The employee must frequently lift and/or move items up to 10 pounds and sometimes more than 10 pounds and rarely over 50 pounds. Specific vision abilities are required to do this job including close vision, distance vision, peripheral vision, depth vision and the ability to adjust focus. The employee must sometimes drive an automobile.

Supervisory Responsibilities

• There are no supervisory responsibilities

Kidder Mathews is an equal opportunity employer does not discriminate based on race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by law. Kidder Mathews will accommodate candidates with disabilities to complete this application. Please contact recruiting@kiddermathews.com if you need an accommodation.AZ, NV, OR & WA residents: We Participate in E-Verify.CA residents: We collect various personal data from employees and applicants for purposes related to employment. Please review the Notice of Data Privacy for Employees and Applicants for detailed information concerning what information we collect, the purposes for which information is collected and with whom such information may be shared. You can find this notice on our careers page at https://kidder.com/careers/. Qualified individuals with arrest or conviction records will be considered for employment in accordance with the Los Angeles and San Diego County Fair Chance Ordinance for Employers and the California Fair Chance Act.