IT Ambassador
The Transwestern companies together comprise a privately held, diversified real estate services, investment management and development organization.
A unique approach underlies our success. We do business differently by empowering our team members with the resources and independence to deliver extraordinary results to our clients.
It's simple. We start with hiring hard-working, smart, genuinely good people, and organize them in collaborative cross-functional teams.
We give them the support to outperform and the freedom to take ownership as they work to exceed our clients' expectations.
We do business differently, and that makes us Transwestern.
The IT Ambassador is a customer-focused position that provides a blend of desk-side support to the employees in the local offices where the Ambassador sits and remote technical support to the employees around the country.
The IT Ambassador supports and coordinates the support for technologies at the properties managed by Transwestern. This position will play a significant role in the technology aspect of onboarding a new property office into our company's portfolio.
The IT Ambassador will strive to meet the needs of the business by supporting a comprehensive range of technology products and services in a proactive, caring, responsive and efficient way to create an extraordinary experience for the employees and achieve legendary customer service.
ESSENTIAL JOB FUNCTIONS
Respond to inquiries and requests for support from team members via the organization's IT Service Management (ITSM) platform, ServiceNow.
Record, track, and document incidents, troubleshooting steps, screenshots of error message, and solution using ITSM tool, ServiceNow.
Contribute to the Knowledgebase by creating, updating, and flagging outdated knowledge articles.
Identify, troubleshoot, and resolve hardware and software issues affecting the end-users. Maintain necessary updates and patches to hardware and software environment.
Install hardware (desktops, laptops, network devices, printers).
Assist Tier 1, Tier 2, and Tier 4 support teams with issues that require on-site intervention.
Suggest solutions that can improve productivity or end-user experience with technology (Continuous Service Improvement).
New hire onboarding- work with the hiring manager to identify onboarding forms and order computer equipment.
Use checklist to complete new hire setups and follow-up activities with the new hire throughout their first week.
Work as a liaison between vendors and the business to resolve service issues.
Assist with software updates and the installation of mobile devices
Assist with special projects (Examples : upgrade computer operating systems and adding information about on-premise technology to a custom database, office move requiring workstation setups.)
Actively participate in meetings and online discussions (Microsoft Teams Channels).
Clearly communicate technical solutions in a user-friendly, professional manner.
Apply diagnostic utilities to aid in troubleshooting.
Gather the information require to escalate ticket using the hierarchical or functional escalation procedures.
Identify and learn appropriate software and hardware used and supported by the organization.
Test fixes to ensure that a problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Provide one-on-one end-user training as needed.
Assist other IT teams as needed.
Perform related duties consistent with the scope and intent of the position.
Travel and on-call availability for critical issues evenings and weekends.
Work with ISP vendor to install / troubleshoot network circuit.
POSITION REQUIREMENTS
A High School diploma or GED.
Prefer 1 to 2 years of college level coursework in computer science, computer information systems or networking.
CompTIA A+, Network +, Security +, and / or ITIL Foundation certification a plus.
A minimum of 3+ years of related experience.
Demonstrate baseline security skills for IT support professionals
Configure device operating systems, including Windows, Mac, Linux, Chrome OS, Android and iOS and administer client-based as well as cloud-based (SaaS) software
Troubleshoot and problem solve core service and support challenges while applying best practices for documentation, change management, and scripting
Support basic IT infrastructure and networking and configure and support PC, mobile and IoT device hardware
Troubleshoot basic network problems and identify basic drawback of existing network configuration.
Windows 10, Enterprise Printers Support, OneLogin SSO, ServiceNow Agent Workspace, Adobe Creative Cloud Applications, Mimecast, Crowdstrike, Microsoft End-Point Manager, Azure Fundamentals, Microsoft Office Suite, Microsoft 365 Admin portal (Helpdesk Admin role), ConnectWise Control, Wrike (Project Management tool), Extreme Switches, Juniper Routers, Dell Computers, Microsoft Surface Laptops and tablets, Troubleshooting in an IDF and MDF closet, racking switches, routers, and UPS devices.
Demonstrate strong analytical capabilities with a high attention to detail.
Ability to handle multiple projects, changing priorities and time-sensitive, workload(s).
Ability to provide general direction / be self-managed / work independently.
Ability to provide efficient, timely, reliable and courteous service to internal and external customers.
Ability to keep information and internal communications confidential.
Exhibit excellent verbal and written communication skills.
Ability to lift heavy equipment such as servers and network appliances.
Occasional inspection of cables in floors and ceilings.
WORK SHIFT
LOCATION
Houston, TX
We Are Transwestern!
Transwestern's Guiding Principles are woven into the fabric of our firm and underscore the value of each individual team member.
We embrace diversity, equity and inclusion not only as the right thing to do, but as a reflection of who we are. It is our responsibility and heartfelt desire to create an environment that elevates the human spirit and brings out the best in everyone.
Transwestern offers an exciting work environment, competitive salary and excellent benefits, which include medical, dental and vision coverage, as well as a 401(K) plan.
Transwestern is an Equal Opportunity Employer.
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