RealPage

Desktop Support Technician

Job Locations US-NJ-Hackensack
ID
20-6468
Category
Information Technology
Position Type
Full-Time
Travel
10%

BE Innovative. BE RealPage.

RealPage Outperforms! We are a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns.

 

We are a run fast, have fun and reap rewards type of environment. RealPage offers an engaging work culture that fosters personal and career growth for our employees. We continually reinvent and evolve to meet the needs of the customers we serve through technology and vision. You can feel it in the work we do and the clients that benefit. Our unique company philosophy fosters innovation, excellence and collaboration.

Overview

  • 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 users via phone, e-mail and remote diagnostics to identify, reproduce and resolve users reported issues 
  • Work independently to troubleshoot all support requests and follow escalation policies

Responsibilities

  • 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 user training as requested
  • Additional duties as assigned
  • 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

Qualifications

Minimum of 3 years technical support experience in a corporate support environment 
• Knowledge of complex information systems management normally acquired through a Bachelor degree in MIS or Computer Science, or the equivalent experience
• Expert knowledge of Windows required
• Expert knowledge of desktop hardware and common desktop software required 
• Expert knowledge of LAN connectivity required
• Previous experience with Microsoft BPOS or Microsoft Exchange Administration preferred
• 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; including vendors 
• 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 thrive in a fast paced, rapid changing environment
• Excellent time management, issue management, and prioritization skills required

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