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IT Service Desk Analyst

MB Real Estate Services Inc.
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Company Overview: Founded in 1982, MB Real Estate Services Inc. is a full-service real estate organization that provides multifaceted expertise in Asset/Facilities Management; Leasing Services; Project/Construction Management; Tenant Representation; and Investment Services. Headquartered in Chicago, with regional offices in New York City, Atlanta, Dallas, Denver, Orlando and Central Ohio, MB Real Estate is one of the fastest growing and most successful real estate providers in the country.

 

For additional information, please visit our website at http://mbres.com.    

 

Position Overview: We are seeking an IT Service Desk Analyst to provide first and second tier technical support to end users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of end user problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes remote offices, SOHO users, and road warriors.

 

Responsibilities:

  • Act as point of contact for walk-ins, phone calls, and emails from end users regarding IT/technology-related problems and inquiries
  • First and second tier support: troubleshoot IT/technology-related problems ranging from software to hardware, including PCs, laptops, mobile devices, AV equipment, and printers
  • Troubleshoot basic network issues such as broadband, Wi-Fi, VPN, and hotspot
  • Escalate unresolved requests as needed
  • Take ownership of end user problems, follow-up on problem status
  • Communicate progress clearly and in a timely manner
  • Maintain a high degree of customer service for all support requests and adhere to all service management principles
  • Provide basic in-house training on Microsoft Office 365 applications used within the organization (Word, Excel, Outlook, PowerPoint, Skype for Business, Teams, OneDrive, SharePoint Online, etc.)
  • Provide additional training to end users if required
  • Publish support documentation to assist IT department
  • Exhibit basic Microsoft Active Directory knowledge (account provisioning, resetting passwords, unlocking accounts, etc.)
  • Provide mobile device support (iOS/Android)
  • Other responsibilities as assigned

 

Qualifications:

  • Bachelor’s degree or equivalent experience/education required
  • 2+ years of previous IT Service Desk experience
  • AXELOS ITIL Foundation certification desirable
  • Microsoft MCP certification desirable
  • CompTIA A+ certification desirable
  • Basic Active Directory administration knowledge and experience
  • Strong knowledge of Microsoft operating systems with emphasis on Windows 7/10
  • Experience using and troubleshooting the Microsoft Office 365 suite of products
  • Excellent communication and customer support skills
  • Excellent organizational skills
  • Excellent problem-solving skills
  • Must be able to lift 50lbs

 

MB Real Estate offers a competitive benefits package. For consideration, please send salary requirements with resume to careers@mbres.com   We will contact applicants who meet our requirements. No phone calls please.

 

EOE M/F/D/V