IT Help Desk Technician

Job Description

Job Description

Florida Realtors , the state's largest trade association, boasts a rich dedicated history of serving our members, the real estate community, and Florida homeowners for over a century. We stand as a key business partner for Realtors statewide, providing value-adding programs and services, outstanding business contacts and networking opportunities, engaging educational opportunities, up-to-the-minute industry data and research, and powerful legislative representation. The association headquarters is located in Orlando, and the Office of Public Policy is located two blocks from the state capital in Tallahassee. We work tirelessly to advocate for our members, for homeownership for all, and to elevate the real estate industry in the Sunshine State.

Who We're Seeking

We are seeking an experienced help desk technician for our role of Tech Helpline Analyst to serve in a tech-oriented call center as a key value-adding specialist. Our Tech Helpline team is responsible with accurately answering technology related questions posed by REALTOR members, clients, and staff. This role is integral in providing a key member benefit – technology support – often to nontechnical people. Frequent problem resolution while maintaining excellent customer service standards is paramount to being successful in this role.

This is a tech-oriented call center position, ideal for someone dedicated to a career in tech-oriented customer service or a great springboard for someone wanting to pursue a long-term tech career. The Tech Helpline Analyst is a nonexempt, hourly, fulltime role, and is scheduled a fixed 40 hour work schedule. Our Tech Helpline operates 7 days per week and candidates with flexible working availability are strongly encouraged to apply. Our current need consists of 3 weekdays from 11:30am - 8:00pm and both weekend days, Saturday & Sunday, from 9:00am - 5:30pm. Our beginning pay scale for the role is structured at $21.00/hour, and weekend hours are paid a $2.00 hourly shift differential.

Core Expectations

• Provide prompt, accurate, and courteous technical support that meets established service standards.
• Translate technical concepts into clear, understandable guidance for members with varying levels of tech proficiency.
• Demonstrate professionalism, patience, and problem-solving persistence in every interaction.

What Success Looks Like

• Members consistently express satisfaction and appreciation for the support received.
• Calls, chats, and support tickets are resolved efficiently and documented accurately.
• You are seen as a dependable, knowledgeable, and valued team contributor who enhances the Tech Helpline experience.

What You'll Do

• Deliver service and support to association members and Florida Realtors tech users via phone, chat, email, and/ or Salesforce support ticketing system, assessing the scope of the problem and determining any resolution.
• Accurately gather caller information, assess the issue, and determine the appropriate resolution steps.
• Apply working knowledge of computer software, hardware, and networking to assist users in troubleshooting issues related to PCs, Wi-Fi connectivity, Bluetooth, application performance, and webmail (e.g., Outlook, Google).
• Provide technical support and guidance to resolve users’ computer hardware and software problems.
• Accurately document and maintain case notes for all interactions and services provided using the Salesforce CRM or other designated systems.
• Install or assist with installation, configuration, and troubleshooting of hardware, software, and peripheral devices such as printers and scanners.
• Support REALTOR® members with Florida Realtors’ proprietary products, including Form Simplicity, Sabal Sign, and MLSAdvantage, staying up to date on product enhancements and troubleshooting procedures.
• Follow established departmental policies and procedures while identifying and escalating priority issues when necessary.
• Stay informed about new technologies, system updates, and process improvements.
• Remain flexible and assist with special projects or additional tasks as assigned.

Requirements

Qualified applicants will possess:

• High School diploma required.
• 1 or more years of exceptional call center customer service experience, preferably in a technical support environment.

• Proficient with Microsoft Office Suite with the ability to use Windows based PC, Voice over IP phone system, Salesforce CRM, Teamviewer.

• Ability to learn new software including, company proprietary software, telephone phone systems, Computer, Laptop, Cell phone, Google suite, Zoom, WebEx, Microsoft Teams, Salesforce and/or other software or database management software.
• Ability to learn and have a thorough understanding of technology proprietary to Florida Realtors such as Form Simplicity, Sabal Sign, and MLSAdvantage.
• Excellent verbal and written communication skills with proven ability to explain in detail steps needed/taken to resolve issues.
• Proper customer service phone etiquette and listening skills.
• Ability to explain technical problems/solutions to nontechnical REALTORS.
• Proven ability to troubleshoot, organize, complete assignments and complete call goals on time and as defined.

• Ability to work independently as well as in a team environment as necessary.
• Strong analytical and problem-solving skills.

Preferred technical certifications:

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Desktop Support Technician (MCDST)

Benefits

Along with our growth-oriented, collaborative team environment, our full time people are offered a complete suite of great benefits.

• Rewarding 401k plan with 6% company match, fully vested
• Free medical insurance for you as an employee
• Availability of dental, vision, FSA, disability coverage, company-paid life insurance, EAP, and more
• Flexible work environment with partially remote schedule
• Generous paid vacation days and sick days, and 9 company holidays
• Vacation buy-back plan
• Possible $5000 grant on the purchase of your first home
• And a whole lot more!

What You Need-to-Know

• Florida Realtors is strongly committed to creating a diverse and inclusive environment where a variety of backgrounds, cultures, orientations, ideas, and talents can flourish.
• Florida Realtors is an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
• Employment offers are contingent upon satisfactory verification of a pre-employment criminal background check.
• Applicants needs to be eligible to be employed in the United States.
• This position will be based in Orlando, FL. No relocation assistance is available.
• Florida Realtors has a hybrid work environment, and this role will be asked to be approx. 40% in office with the ability to work remotely approx. 60%. The comfort to commute to the Orlando International Airport area is required.

Our people are passionate about what they do, the members they serve, the products they support, and the continued growth of the association. If you value collaboration, innovation, exceptional service, and dedication to a cause, all within a modern established professional environment, explore Florida Realtors and our commitment to the real estate community and Florida homeowners. Visit floridarealtors.org and connect with us on Facebook and LinkedIn.