Help Desk Technician

Summary: Crexi is reimagining commercial real estate with an AI-powered platform designed to enhance efficiency and access to market insights. The Help Desk Technician will provide tier-1 and tier-2 technical support, acting as the first point of contact for end-users and ensuring productivity through effective troubleshooting and customer service. Responsibilities: - Respond to and resolve tier-1 and tier-2 support requests via phone, email, and ticketing system - Troubleshoot hardware, software, and network connectivity issues - Provide support for Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, and OneDrive - Support MacOSX, Windows 10/11 operating systems and assist with configuration and troubleshooting - Manage user accounts, passwords, and permissions in Jumpcloud and Azure AD - Install, configure, and maintain desktop computers, laptops, and printers - Escalate complex issues to senior IT staff when necessary - Accurately document all support interactions in the ticketing system - Create and maintain knowledge base articles for common issues and solutions - Follow established IT procedures and protocols - Track and monitor ticket status to ensure timely resolution - Deliver excellent customer service with patience and professionalism - Communicate technical information clearly to non-technical users - Set appropriate expectations regarding issue resolution timeframes - Follow up with users to ensure issues are fully resolved Required Qualifications: - 1-3 years of experience in a help desk or technical support role - Strong working knowledge of MacOSX and Microsoft Windows operating systems - Experience with Microsoft 365 suite and related cloud services - Understanding of Microsoft 0365 user and group management - Familiarity with basic networking concepts (TCP/IP, DNS, DHCP) - Excellent problem-solving and troubleshooting skills - Strong written and verbal communication skills - Ability to prioritize and manage multiple support requests simultaneously - Customer service orientation with a positive attitude Preferred Qualifications: - Experience with remote support tools (Teamviewer, Splashtop) - Knowledge of ITIL framework and best practices - Experience with ticketing systems (ServiceNow, Atera, NinjaOne, etc.) - Basic understanding of cybersecurity principles Required Skills: Microsoft 365, MacOSX, Windows 10/11 Important Skills: Networking concepts, Ticketing systems Nice-to-Have Skills: Customer service Benefits: Full Medical, Dental, Vision Health Benefits, Competitive Compensation Package, Base, Bonus, and Stock Options, 401K, Growth Opportunities and Career Development, Gym Membership to LA Fitness Fitness, Perks and Discounts from Perkspot