IT Systems Technical Support Specialist

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. The IT Systems Technical Support Specialist I provides technical support to users by researching and answering questions and troubleshooting / resolving problems. They improve client references by writing and maintaining documentation and improve system performance by proactively identifying problems and recommending changes. This is a part-time role up to 20 hours a week. \n

What You'll Do: Determine problem definition, research and resolution of Level 1 complexity and assists with Level 2. Coordinate problem-handling process for the information technology department Manage and update pending user’s requests using help-desk tracking system Escalate issues based on complexity and priority Perform administrative tasks involved with creation, deletion and changes in user’s network accounts Provide feedback to

the team leader on key issues that affect IT services availability Advise users on system outages Be available for after-hours support/on-call when required Assist network/system engineers (when needed) with maintenance and troubleshooting by providing local on-site presence with direction from the engineers Install, configure and troubleshoot the following software products; Microsoft (MS) Office Suite, MS Windows 7/10, MS Active Directory, Email/O365, Anti-Virus products, Anti-SPAM products, and Remote Access methods (RDP, LogMeIn Rescue) Administer Microsoft Active Directory, Office365, S2 Security, and AWS Connect call-system Troubleshoot network and voice connectivity issues (with guidance from engineers) Troubleshoot printer and copier connectivity issues as well as monitor toner levels Configure and troubleshoot mobile devices, iPhone, Android Foster a positive team environment Ensure confidentiality of internal and external data Perform ad-hoc projects and other duties as assigned What You'll Need: Professional Skills These are the professional skills we would expect from an individual fully established in this role. Customer Service - Advanced Verbal Communication - Proficient Written Communication - Proficient Teamwork - Proficient Relationships - Proficient Negotiation – Proficient Organizational Awareness – Proficient Learning Agility - Proficient Analysis - Proficient Problem Solving - Proficient Process Orientation - Proficient Prioritization - Proficient Role Specific Skills Computer Skills: Proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred Strong technical background on PC compatible type of hardware and peripherals Macintosh (Mac) support experience is a plus but not required Working knowledge of mobile devices; iPhone and Android Working knowledge of basic networking: Ethernet, TCP/IP, DHCP, and DNS System Experience with Microsoft products; Windows 7/10, Office 2013/2016, Active Directory, O365 preferred Minimum