Description

WHO WE ARE

Hendricks Commercial Properties invests in, manages and develops real estate throughout the United States and specializes in net leased real estate investments, management and development with outside-the-box solutions to the most challenging of real estate needs.

Our mission is to continually strive for entrepreneurial vision and operational perfection to allow us to build and grow ourselves and our company from within.

WHO YOU ARE

The Help Desk Tier 2 provideS Tier 2 support via phone, email, and computer chat. In this role you will ask appropriate questions and use knowledge and resources to diagnose and resolve software and hardware issues. You will escalate issues that extend beyond Tier 2 span of control.

EVERY DAY, YOU WILL

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Occasionally train users on computers or computer related equipment
• Train other staff on troubleshooting and diagnosing problems
• Run reports and analyze common complaints and problems

Requirements

WHAT WE NEED (MINIMUM QUALIFICATIONS)

• High school diploma

WHAT WE DESIRE (PREFERRED EDUCATION, SKILLS & QUALIFICATIONS)

• Associate's degree in computer systems or a similar field
• Previous experience working as a Help Desk and/or AV technician
• In-depth knowledge of sound, video, and lighting equipment
• Familiarity with computers and IP Networking Systems
• Advanced knowledge of modern filming and sound mixing techniques
• Excellent troubleshooting skills
• A keen eye for detail
• High level of physical fitness and the ability to lift heavy equipment
• Good communication and interpersonal skills
• Experience conveying highly technical ideas in terms that non-technical staff can understand
• Ability to work independently and as a team

WORK ENVIRONMENT

This position is in a professional office environment; the noise level in the work environment is usually moderate. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines.

WORK AUTHORIZATION

United States (required)