IT Systems Technical Support Specialist

Job Description

Job Description

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. 

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 Qualifications

• Undergraduate degree in Information Technology / Information System / Computer Science preferred. 
• Able to work quickly and efficiently with a strong focus on achieving tasks. 
• Proficient in soft skills and with a strong customer service focus 
• 2+ years of experience in IT Technical Support field 

Why Lessen:

· Competitive compensation

· Health, Dental, Vision, Life, Disability options

· 401K retirement savings plan

· Paid vacation, federal and floating holidays

· Maternity/Paternity Pay

· Career advancement opportunities

· All the tools you'll need to be successful

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.