IT Support Representative
Chicago, IL

Job Description

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America's foremost property management firm. We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Essential Duties & Responsibilities

* Provide user IT help desk support on all software and hardware used within Illinois and other North Region markets.
* Monitor and respond to daily, assigned help desk tickets in a timely and effective manner.
* Maintain a high level of customer service in responding to IT help desk calls and tickets.
* Responsible for maintaining, supporting, troubleshooting, and installation of all server, desktop and networking systems.
* Logging, tracking, and completing support calls in the ticketing system
* Planning and undertaking scheduled maintenance upgrades
* Setting up accounts for new hires and ensuring proper log in
* Completing routine IT support, such as password resets, workspace configuration, adjusting permissions, updating the active directory, etc.
* Prioritizes and appropriately escalates issues to assure timely problem resolution.
* Demonstrates critical thinking when troubleshooting and finding resolution for an issue.
* Coordinates and interacts with other IT teams and functions as a liaison between IT and users to communicate end-user needs and unsure effective solution are implemented.
* Coordinates contact with Vendors as needed to assist with support activities.
* Responds to breakdowns, repairing equipment and replacing parts.
* Other duties as assigned.
* Some travel to properties within Chicagoland may be required.

Additional Duties & Responsibilities

* Practice and adhere to FirstService Residential Global Service Standards.
* Conduct business at all times with the highest standards of personal, professional and ethical conduct.
* Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervisor of unusual equipment or operating problems and the need for additional material and supplies.
* May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
* Follow all policies and Standard Operating Procedures as instructed by Management.
* Perform any range of special projects, tasks and other related duties as assigned.

Education & Experience

* Some college and/or job-related experience, preferred
* 1-2 years help desk/IT support experience, preferred
* Property Management experience, preferred
* Ability to train, educate, and problem-solve with staff
* Successful experience working in an end-user, customer facing role in a trouble-shooting capacity is required.
* Knowledge of Microsoft equipment, operating systems, software and browsers
* Knowledge and experience with other internet applications, web browsers and software, including mobile devices and apps

Knowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

* Ability to prioritize and multi-task to meet deadlines
* Works well independently and as a team player
* Handles complaints diplomatically
* Demonstrates leadership qualities and abilities
* Highly organized and attentive to detail
* Works efficiently under pressure
* Demonstrates empathy with customers when troubleshooting and resolving an issue.
* Excellent written and verbal comprehension and communication skills
* Self-starter and resourceful problem-solver
* Maintains a professional and personable demeanor at all times
* Willingness to go above and beyond
* Handles change in a positive manner
* Conduct timely follow-up on items of concern
* Builds strong rapport with co-workers, clients and customers