Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago.
The IT Systems Technical Support Specialist I provides technical support to users by researching and answering questions and troubleshooting / resolving problems. They improve client references by writing and maintaining documentation and improve system performance by proactively identifying problems and recommending changes.
This is a part-time role up to 20 hours a week.
What You'll Do:
- Determine problem definition, research and resolution of Level 1 complexity and assists with Level 2.
- Coordinate problem-handling process for the information technology department
- Manage and update pending user’s requests using help-desk tracking system
- Escalate issues based on complexity and priority
- Perform administrative tasks involved with creation, deletion and changes in user’s network accounts
- Provide feedback to the team leader on key issues that affect IT services availability
- Advise users on system outages
- Be available for after-hours support/on-call when required
- Assist network/system engineers (when needed) with maintenance and troubleshooting by providing local on-site presence with direction from the engineers
- Install, configure and troubleshoot the following software products; Microsoft (MS) Office Suite, MS Windows 7/10, MS Active Directory, Email/O365, Anti-Virus products, Anti-SPAM products, and Remote Access methods (RDP, LogMeIn Rescue)
- Administer Microsoft Active Directory, Office365, S2 Security, and AWS Connect call-system
- Troubleshoot network and voice connectivity issues (with guidance from engineers)
- Troubleshoot printer and copier connectivity issues as well as monitor toner levels
- Configure and troubleshoot mobile devices, iPhone, Android
- Foster a positive team environment
- Ensure confidentiality of internal and external data
- Perform ad-hoc projects and other duties as assigned
What You'll Need:
Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
Customer Service - Advanced
Verbal Communication - Proficient
Written Communication - Proficient
Teamwork - Proficient
Relationships - Proficient
Negotiation – Proficient
Organizational Awareness – Proficient
Learning Agility - Proficient
Analysis - Proficient
Problem Solving - Proficient
Process Orientation - Proficient
Prioritization - Proficient
Role Specific Skills
Computer Skills: Proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred
Strong technical background on PC compatible type of hardware and peripherals
Macintosh (Mac) support experience is a plus but not required
Working knowledge of mobile devices; iPhone and Android
Working knowledge of basic networking: Ethernet, TCP/IP, DHCP, and DNS
System Experience with Microsoft products; Windows 7/10, Office 2013/2016, Active Directory, O365 preferred
Minimum Qualifications
Undergraduate degree in Information Technology / Information System / Computer Science preferred.
Able to work quickly and efficiently with a strong focus on achieving tasks.
Proficient in soft skills and with a strong customer service focus
2+ years of experience in IT Technical Support field
