Technical Support Specialist

Bellevue, WA

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Job Description

Realty in Motion (RIM) is a rapidly growing company in a fast paced and constantly changing environment. The company handles matters related to mortgage banking, finance, real estate and law. We are technologically advanced and have in-house IT and Software Developers. Our office in Bellevue, WA is looking for a Tech Support Specialist to join our team.

SUMMARY:  The Technical Support Specialist role is to support and maintain in-house technical equipment and IT assets. This includes installing, configuring, diagnosing, repairing corporate applications, workstations and associated equipment. The person will troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion.

 ESSENTIAL DUTIES AND RESPONSIBILITES include but are not limited to:

  • Identify and learn appropriate software applications and hardware used and supported by the organization.
  • Field incoming help requests from end users via telephone, e-mail, and Help Desk ticketing system in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Set up and move users including creating Active Directory and Exchange accounts and software configuration.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and imaging/ configuring systems and applications.
  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users.
  • Document instances of hardware failure, repair, installation, and removal.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Other duties as assigned




Skills/Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The qualifications listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Formal Education & Certification:

  • High School Diploma or General Education Degree (GED).
  • Associate, technical school degree and/or A+ certification or equivalent preferred.

Knowledge & Experience:

  • Two+ years of related experience in a mid-sized company.
  • Knowledge of computer hardware including desktops, laptops, printers, scanners.
  • Experience with desktop and server operating systems including Windows 7, Windows Server 2008/2012.
  • Application support experience with Microsoft Office applications including Word, Excel, PowerPoint, Outlook and Access
  • Familiarity with Exchange and Active Directory user set up, Active-Sync, smart phone and Apple device support desired.
  • Working knowledge of a range of diagnostic and support tools including Dameware, GoTo Assist, and Help Desk ticketing systems.  

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

Language Skills: Strong communications skills are necessary. Must posses a good understanding of English in written and verbal communication. Able to read and write as necessary to review specifications, hardware / software technical manuals, and educational material to continue professional education. Needs grammar and English skills necessary to correspond with other in a professional manner as required.

Reasoning Ability: Ability to apply logic solving technical and general problems as well as the ability to work simultaneously on multiple projects. Demonstrated ability to solve problems while under time and/or equipment limitations. Ability to identify solutions with minimal planning and foresight.

Customer Skills: Ability to work with both internal and external customers in a professional and courteous manner. Exhibit solid communication skills and ability to communicate professionally to customers and staff.

Work Conditions

  • Able to travel domestically on a periodic basis.
  • Have a valid driver’s license, and travel between different work locations.
  • Able to lift up 25 lbs. including moderately heavy objects such as computers, printers, and peripherals.
  • Able to work extended hours including after business hours and on weekends. Available for on-call needs during non-business hours.

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