We are seeking a motivated and customer-focused IT Help Desk Support professional to join our team. This is a full-time, fully remote position, offering a fantastic opportunity to support a dynamic and established real estate brokerage. As the first point of contact for all IT-related queries, you will play a crucial role in ensuring our team of real estate agents and administrative staff have the seamless technical support they need to excel.

Responsibilities

• Serve as the primary point of contact for technical assistance for all company staff.
• Provide first-level support by diagnosing and resolving technical hardware and software issues via email, phone, and remote-access tools.
• Troubleshoot issues related to operating systems (Windows/macOS), office applications, and company-specific software.
• Manage user accounts, including creation, modification, and password resets across various platforms.
• Install, configure, and maintain computer hardware, software, systems, printers, and scanners.
• Escalate complex and unresolved issues to the appropriate senior-level support or external vendors.
• Document, track, and monitor all help desk interactions in our ticketing system to ensure a timely resolution.
• Assist with the IT onboarding process for new employees, ensuring a smooth start.
• Develop and maintain our internal knowledge base with technical documentation and user guides.

Qualifications

• Proven experience in an IT help desk or technical support role.
• Strong working knowledge of computer systems, mobile devices, and other technology products.
• Proficiency in both Windows and macOS environments.
• Experience with remote desktop software and help desk ticketing systems.
• Excellent problem-solving, analytical, and communication skills.
• A strong customer service orientation with a patient and professional demeanour.
• The ability to explain technical concepts clearly to non-technical users.
• A self-motivated attitude and the ability to work independently and effectively in a remote setting.
• A certification such as CompTIA A+ or Microsoft Certified Professional (MCP) is highly desirable.
• Familiarity with the real estate industry and its associated software (e.g., CRM, MLS) would be an advantage.