IT Support Analyst

This position is an active supporter of FirstService Residential philosophies and culture to staff, clients, and community that advances the FirstService Residential brand in terms of image, reputation, differentiation, and professionalism. As IT Field Support Analyst, primary functions include supporting end user technology and maintain 100% availability of all IT related systems and software to give Regional Offices and On Site Locations competitive advantage, improved profitability and provide exceptional customer service.The ideal candidate must demonstrate the ability to manage multiple task and projects at the same time and have troubleshooting, analytical and problem solving skills. The ability to effectively communicate and interact with FirstService associates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Resolution of Help Desk Tickets and Overall User Support

• Work with users to solve IT related issues as called into FirstService Residential (FSR) Help Desk

• Ensure all FSR staff follow protocol for trouble resolution by calling Help Desk for any and all IT related issues

• Maintain 90% on time resolution of 72 hours or less of all tickets from Help Desk

• Maintain 5% or less recurrence of tickets getting re-opened due to prolonged/pending issue or issues not resolved after initial service call

• Continuously manually open tickets for users or instances that have not been called into the Help Desk

• Achieve positive customer feedback from Office and Property Staff through building better relationships with users

• Update and enter resolutions for each ticket

• Responsible for installing, configuring, maintaining and troubleshooting all hardware, networking equipment and associated IT Systems

• Create User Accounts for new associates, promptly handle terminations and transfers of User Accounts upon notification from HR

• Provide assistance for ongoing maintenance, support up, back ups and overall system health of local servers and network gear2 Information Technology Specialist Revised: March, 2017

• Repairs and upgrades hardware

• Troubleshoots software, operating systems and hardware problems

Rollout of Corporate/Regional Mandated Initiatives and Projects

• Work with IT Support Manager to successfully implement all initiatives and projects

• Meet time frame and projected completion dates as it pertains to the total project rollout

• Work with end user to provide clear communication on how initiatives will impact business

• Maintain standards for technology hardware and software

• Maintain Computer Room Standards for wiring, equipment and operations and insure only approved FSR Supplied (or Approved) equipment installed

• Provide assistance on all Telecommunications/Infrastructure Projects as deemed necessaryMaintain and pursue technical training

• Strive to improve skill level to maintain competitive advantage as it pertains to software and hardware support of new platforms and technology

Report to IT Field Support LeadReport directly to IT Support Lead on regular basis (recurrence established with individual lead) to maintain clear concise communication and feedback of field operations

• Proactively pursue opportunities to help IT Field Support Lead meet IT goals

o Lower IT Costso Improve process for end user

o Maintain open lines of communication with office staff

o Manage vendors

o Travel to other markets that may need assistance with installations and support

Enforce FirstService Residential Standards of Operational Framework

• Insure all FirstService Residential IT policies are followed and complied

QUALIFICATIONS –

Strong customer service skills.- Minimum 3 years’ experience with desktop support-

Solid knowledge and understanding of application systems and computing devices-

Must be proficient in the use of Microsoft applications (Word, Excel, PowerPoint, Access, and Outlook).-

Organization and prioritization skills.-

Strong problem solving skills.-

Strong research skills.-

Ability to work well under pressure and deadlines.-

Capable of working without day-to-day direction from supervisor, but knows when to solicit input.- Communicates well in non-technical terms to users.-

Ability to train, educate, and problem-solve with staff.-

Good written and verbal communication skills.-

Provide exceptional customer service in person, via phone and email

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver’s license and State mandated vehicle insurance.

Job Type: Full-time

Salary: $26.00 /hour

Required experience:

• IT Support/Help Desk: 3 years