What you’ll be called: Helpdesk Support Specialist

Where you’ll work: KWRI Headquarters—Austin, TX

Named a Happiest Company to Work for in 2019; one of the Best Places to Work in Austin, TX;

and featured on the Training Magazine Training 125 list seven times, Keller Williams Realty

International (KWRI) thrives within a creative and collaborative culture where transforming the

real estate industry through technology is our primary goal.

What you’ll do:

As a Helpdesk Support Specialist you will have the responsibility of supporting all KWx team

members and offices; including providing assistance and maintenance for all office computer

systems, mobile devices and IT infrastructure. This may include installing, configuring, and

updating hardware and software, as well as, fixing any issues related to the equipment that may

come up on a daily basis. Our ideal Helpdesk Support Specialist has advanced technical

knowledge, demonstrates excellent customer service and communication skills, shows initiative,

is self-directed, organized, and results-driven.

Essential Duties and Responsibilities:

· Provide best in class support for our KWx team members

· Responsible for providing desktop support for computers and software through phone and direct contact with the team

· Establish trust and maintain a high level of confidentiality for all activities

· Contribute to various forms of documentation (processes, policies, training materials, quick reference guides, knowledge base articles)

· Provide Audio/Video conference support for onsite/offsite presentations, events, and meetings.

· Install, relocate, configure, troubleshoot and support desktops, laptops, virtual machines, mobile phones (Android and iPhone), VOIP products peripheral equipment and software

· Provide desktop and laptop maintenance including operating system refresh, hardware upgrades and replace component parts

· Effectively communicate with end users to identify issues and develop solutions.

· Contact third party support as needed for hardware and application error

· Work extended hours and perform other duties as required.

Minimum Qualifications:

· 2+ years of experience in enterprise IT support

· Experience installing, administering and troubleshooting Windows computers and laptops within an Active Directory domain environment.

· Understanding of networking, DHCP and DNS within a local area network.

· Experience with Windows, OS X, iOS, and Android operating systems

· Knowledge of Apple hardware, Mac OS X, IOS iPhones and iPads is required

· Experience with Microsoft technologies including: Active Directory, Teams, Intune, Outlook, Office 365, SCCM

· Experience with WebEx, Zoom, Teams rooms systems and other video conferencing technologies

· Experience troubleshooting Active Directory, TCP/IP networks, and common PC and Mac applications/operating systems.

· Excellent written, verbal and phone communications skills

· Customer-oriented and cool-tempered.

Preferred Qualifications:

· Solid understanding of VoIP Phone technology.

· Can-do attitude, with ability to find creative solutions where necessary & follow through on issues until successful resolution is achieved

· Strong organizational skills and customer service focus

· Experience with computer imaging software.

· Microsoft and other industry related certifications.

· Strong general computer technology skills

· Demonstrated knowledge in both wired and wireless network technologies

· Ability to make independent judgment calls to resolve urgent and critical matters

Who are we?

Keller Williams Realty Inc. is the largest real estate company by agent count across the globe and is number one in units and volume in the United States. Founded in 1983, we pride ourselves on an agent-centric, technology-driven and education-based culture that rewards agents as stakeholders. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, TX. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, businesses worth owning, lives worth living, experiences worth giving and legacies worth leaving.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.