Desktop Technician

Position Overview

The Help Desk Technician provides support for users experiencing IT-related Incidents and fulfilling Service Requests. They ensure effective and efficient service delivery and a seamless user experience by troubleshooting hardware, software, and network problems. The role is customer-focused and requires a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment.

Responsibilities

• Provide prompt, friendly, and effective support to customers by phone, email, chat, or in-person
• Log, categorize, prioritize and resolve Service Requests and Incidents in the ITSM
• Identify, diagnose and resolve hardware and software issues, including Windows and Mac Operating systems, Office 365, and SaaS applications
• Onboard and offboard users in Active Directory and other systems in a timely manner in accordance with compliance policies
• Proactively identify recurring Incidents for Problem Identification and remediation
• Contribute to the internal knowledge base by documenting solutions to common issues, best practices and Help Desk processes
• Work closely with other IT teams to resolve complex issues
• Maintain accurate inventory of IT assets
• Project assignments as requested
• Local travel, up to 25% or as needed
• Must be willing to work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines.
• This is not expected to be a weekly occurrence, but the right candidate will be flexible, dependable, and willing to jump in when the situation calls for it.
• Other duties as assigned

Qualifications & Requirements

• At least 1-2 years of experience in an IT Support Help Desk or Service Desk role
• Experience with ITSM tools
• Experience with remote desktop support tools
• Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.
• Work independently and effectively with minimal direction
• Work collaboratively with a team
• Strong understanding of Windows and MacOS operating systems
• Familiarity with conference room technology
• Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users

Education

• College Degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Industry related certifications such as ITIL v4 Foundation, A+, Network+, AZ-900 are preferred

Additional Information

Once you have completed your application, you will receive an email from with a link to the Culture Index survey, which will help us gain a better understanding of your strengths and motivational drives. Please search for the " L2 Helpdesk Technician " position in the Culture Index portal. We kindly request that you set aside 10 uninterrupted minutes within 48 hours of submitting your application.

#LI-Onsite, #LI-VS1

Stream Realty Partners offers competitive salaries, bonuses, medical/dental/vision insurance, pharmacy benefits, health savings account, flexible spending accounts, 401(k) plan with company matching, PTO, and holiday pay. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, location, and other job-related reasons.