Solutions Specialist (Cloud Desktop Support)

Job Locations US-TX-Richardson
Information Technology
Position Type


RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!

We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.

Come join a team where your work makes an impact every day!


SmartSource IT is a Managed Services Provider providing services ranging from Desktop Support Network suppot, On-Site dispatches, Hosting, and Microsoft Cloud solutions. The Solutions Specialist role II serves as the point of escalation for our Service Desk. This position is based out of Richardson, Texas and is responsible for delivering and providing support for cloud solutions and technical support for managed clients in the Property Management Industry. The position will work closely with our Tier I, II and III Service Desk, Purchasing, Engineers, and Technical Account management Team to resolve customer issues, customer escalations and assist in supporting a host of Microsoft Cloud Solutions and projects.


In this role, you will be responsible for providing remote support via telephone and email ensuring customer resolution for break fix and service requests within established SLAs.


  • Provide timely resolution and remote assistance to all SmartSource IT clients in accordance to clients Service Level Agreements.  
  • 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
  • Assist with managing client specific projects, deliverables and tasks and provide regular updates as needed to other parts of the business
  • Assist with Deploying machines or tablets for our clients, either configured on site locally or remotely via telephone
  • Provide support for Microsoft Suite of applications including but not limited to, Office 365, Exchange, SharePoint, Teams, InTune,  Azure AD, OneDrive, and Skype for Business
  • Establish and maintain a positive professional relationship with users and clients as well as interdepartmental functions
  • Coordinate dispatching of 3rd party On-Site technical support vendors to our client locations
  • Document and record all troubleshooting using various web-based ticketing systems and support request tracking tools
  • Establish and maintain a positive professional relationship with users and clients
  • Troubleshoot and assist with network connectivity issues while working with internal teams to resolve client issues
  • Collaborate with other team members and departments in order to facilitate delivery of support to clients
  • Contribute with creating support documentation (SOPs) for client environments and turnover support for those to the Tier I, II, and III Service Desk staff
  • Test fixes to ensure problem has been adequately resolved
  • Additional duties as assigned


  • Previous experience working in a managed service provider environment
  • Bachelor’s Degree or higher in Computer Science, Information Technology or related fields, and/or min 5 years applicable work experience in IT support preferred
  • Required Knowledge: PC Basics, Advanced knowledge of Windows 7 and Windows 10 OS, Office 365, Google G-Suite, Anti-Virus/End Point Security, Basic Networking Principles (Wireless & Wired) Desktop Images, Desktop Deployments and  MDT, MDM
  • Familiar with MAC OS, Iphones, Ipads is not required but preferred 
  • Preferred Knowledge: Intermediate knowledge of network fundamentals, Wi-Fi, LAN connections, VPN, router configurations.  
  • Intermediate knowledge of Active Directory, Azure, InTune, SharePoint and Office365
  • Detail Oriented & Top-notch organizational skills
  • Strong written and oral communication skills
  • Demonstrated patience and overall courteous behavior when working with internal and external customers; including vendors
  • Self-motivated and able to follow procedure and instructions



At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.


RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.


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