Our primary focus is providing daily, high-touch technical support for staff, sales associates, executives, and VIP stakeholders across a local network environment. This role is responsible for delivering exceptional customer service and white-glove technology support while working cross-functionally with teams across the broader IT organization to ensure customers receive the support they need. This may include partnering with WAN Engineers, Messaging Engineers, Logical Access Teams, Application Development Teams, Facilities, Telecom, and various other Business Unit partners to engage the appropriate resources to resolve an issue or complete a project.

Provides hands-on user support by troubleshooting hardware and software problems for desktop and laptop computers, mobile devices, network connectivity, and telecommunications systems. Configures workstations for new users and upgrades existing equipment and software. Supports Windows and Mac environments, Microsoft 365, and mobile computing technologies. Re-images computers, performs data migrations and restorations, and conducts remote problem solving as needed. Utilizes ticketing and hardware asset management systems, including ServiceNow and Ivanti. Performs root cause analysis and works to identify solutions that prevent recurring issues.

This role requires a professional and personable presence, with the ability to communicate effectively and build strong relationships with executives, sales associates, staff, and technology partners. The individual must be comfortable working independently while also collaborating with team members on local and national projects. The role requires the ability to manage multiple competing priorities, adapt to changing priorities in an executive environment, and consistently provide a high level of customer service. This is an onsite position requiring local travel between several Real Estate branch offices during standard business hours.

Required Skills and Experience

• Relevant Bachelor’s degree or equivalent combination of education and experience
• 5–10 years of relevant technical support, desktop support, executive support, or related IT experience
• Exemplary customer service skills, both verbal and written
• Experience providing VIP or white-glove technical support preferred
• Ability to interact confidently and professionally with executives and senior leadership
• Professional presence while remaining personable and approachable
• High level of emotional intelligence
• Proficient Windows and Mac troubleshooting and support
• Mobile device computing skills
• Basic network, hardware, and telecommunications troubleshooting and support
• Microsoft 365 knowledge
• ServiceNow and Ivanti experience a plus
• Ability to perform Root Cause Analysis
• Experience working with processes and procedures in a large organization preferred
• Experience re-imaging computers and performing data migrations and restorations
• Ability to conduct remote problem solving as needed
• Ability to manage multiple competing priorities and prioritize effectively
• Strong time and task management skills
• Flexible, organized, and able to quickly adjust to changing priorities
• Ability to work effectively both independently and in a team environment
• Strong communication and relationship-building skills
• Growth mindset and willingness to learn new technologies and processes
• Ability to provide onsite support at multiple Real Estate branch offices and travel locally as required
• Able to lift 50 lbs. unaided