Technology Advisor

Transwestern Real Estate Services adds value for investors, owners and occupiers of all commercial property types through comprehensive solutions grounded in sound market intelligence. Part of the Transwestern companies, the firm applies a consultative approach to Agency Leasing, Asset Services, Occupier Solutions, Capital Markets and Research & Investment Analytics.

Our firm’s award-winning culture and reputation for exceptional service are built on a common purpose – Empowering Good People to do Extraordinary Things Together. This unique approach, reinforced by the hiring of smart, passionate, hard-working people who understand the benefits of both collaboration and independence, create value for our team members and clients every day.

The Technology Advisor will provide IT support for computer, telephone and business systems to Transwestern team members. This role also includes participation in nationwide initiatives designed to leverage technology to improve team member productivity and user experience.

POSITION ESSENTIAL FUNCTIONS

Respond to inquiries and requests for support from team members via the organization’s service desk system.

Identify, troubleshoot, and resolve hardware and software user issues.

Maintain necessary updates and patches to hardware and software environment.

Document all pertinent end user identification information, including name, department / property, contact information, and nature of problem or issue.

Build rapport and elicit problem details from help desk customers.

Provide technical software, hardware, and network problem resolution to national users by performing question / problem diagnosis and guiding users through step-by-step solutions in both a call center environment and end user physical locations.

Clearly communicate technical solutions in a user-friendly, professional manner.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and pass more complex end-user problems on to level two or level three support.

Identify and learn appropriate software and hardware used and supported by the organization.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

Provide one-on-one end-user training as needed.

Assist with developing documentation and knowledge base articles for end users.

Assist other IT resources as needed.

Perform related duties consistent with the scope and intent of the position.

POSITION REQUIREMENTS

A High School diploma or GED. Prefer 1 to 2 years of college level coursework in computer science, computer information systems or networking.

A minimum of 1+ years of related experience.

Demonstrated knowledge of basic computer hardware.

Advanced proficiency with desktop operating systems including Windows 10, Microsoft Server 2012 / 2016, Microsoft Active Directory, Microsoft Office 365, Citrix XenApp, Adobe Acrobat and front-end experience supporting VOIP telephone systems and mobile device operating systems, including Android and IOS.

Experience providing IT support in a call center environment.

Demonstrate strong analytical capabilities with a high attention to detail.

Ability to handle multiple projects, changing priorities and time-sensitive, workload(s).

Ability to provide general direction / be self-managed / work independently.

Ability to provide efficient, timely, reliable and courteous service to internal and external customers.

Ability to keep information and internal communications confidential.

Exhibit excellent verbal and written communication skills.

Must be able to remain in a stationary position 50% or more of the time / constantly operate a computer and other office productivity machinery (ex. a calculator, copy machine, computer printer) or, by request, be provided reasonable accommodations to perform the essential functions of the position.

WORK SHIFT

LOCATION

Houston, TX

Transwestern's Guiding Principles are woven into the fabric of our firm and underscore the value of each individual team member. We embrace diversity, equity and inclusion — not only as the right thing to do, but as a reflection of who we are. It is our responsibility and heartfelt desire to create an environment that elevates the human spirit and brings out the best in everyone. Transwestern offers an exciting work environment, competitive salary and excellent benefits, which include medical, dental and vision coverage, as well as a 401(K) plan. Transwestern is an Equal Opportunity Employer.