Help Desk Analyst

About Sibcy Cline

Sibcy Cline REALTORS® is a locally owned, independent real estate brokerage with nearly 100 years of history serving the Greater Cincinnati, Northern Kentucky, Dayton, and Southeastern Indiana regions. Our in-house technology team includes two specialized groups: a responsive help desk support team and a dedicated development and innovation team responsible for initiatives across the Sibcy Cline family of companies. 

Position Summary

The Help Desk Analyst provides first-level technical support to employees and agents. This role helps keep technology running smoothly by responding to help tickets, assisting users with basic technical issues, and performing routine setup and maintenance of hardware and software.

Key Responsibilities

• Respond to and resolve help desk tickets through the online ticketing system
  • Communicate with users to understand issues
  • Document work clearly and close tickets once resolved
  • Support the team goal of maintaining a manageable daily ticket volume
• Provide basic user support, including:
  • Setting up new computers and phones
  • Resetting passwords and account access
  • Assisting with email and system access
• Troubleshoot and maintain common hardware such as computers, printers, phones, monitors, copiers, and other office equipment
• Troubleshoot basic software issues, including software updates, malware scans, and remote support sessions
• Track and manage technology inventory, including installing new equipment, replacing or retiring outdated devices and keeping records up to date
• Assist with technology rollouts and help users adopt new tools
• Train employees and agents on available technology including creating simple guides, videos or one-on-one training
• Follow standard checklists and procedures to ensure consistent setup and support

Skills, Knowledge and Abilities

• Associate degree in IT or equivalent hands-on experience
• Prior Help Desk or technical support experience (Level 1)
• Required technical knowledge on Windows PCs and Mac computers, mobile devices (iOS and Android) and basic networking concepts (e.g., TCP/IP)
• Preferred technical knowledge to create user guides or training materials
• Preferred technical certifications such as CompTIA A or Microsoft Office
• Friendly, clear written and verbal communication skills
• Strong customer service mindset
• Able to manage multiple requests and prioritize tasks effectively
• Basic problem-solving and troubleshooting skills
• Comfortable gathering information to diagnose technical issues
• Ability to handle pressure in a fast-paced support environment
• Ability to lift and move equipment (20 pounds) as needed
• Valid driver’s license (travel required)

Work Environment

• Combination of office and field-based work across multiple locations
• Physical activity may include bending, kneeling, lifting and setting up equipment
• Must be able to meet deadlines, respond to urgent issues, and support daily operations