IT Help Desk Technician

Tech Helpline Analyst

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.

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 $20.00/hour, and weekend hours are paid an $2.00 hourly shift differential.

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 and inquire into situation when more information is needed.
• Apply knowledge of computer software and hardware to assist users in resolving problems, troubleshoot networks and/or wireless issues such as Bluetooth, connecting to WiFi, PC performance, computer programs and/or applications, and/or issues with webmail such as Outlook or Google.
• Provides technical support and guidance to resolve users' computer hardware and software problems.
• Correctly and accurately create and maintain case notes of member interaction for support services provided in the Salesforce ticketing system or other appropriate database.
• Install or assists with the installation and set-up of new hardware, software, and peripheral equipment such as the installation and configuration of printers and scanners.
• Assist REALTOR members with Florida Realtors proprietary Form Simplicity, Sabal Sign, and/or other Florida Realtor products. Ensure product knowledge by reviewing updated product/troubleshooting information.
• Follow departmental standard policies and procedures.
• Identify and escalate priority issues, as needed.
• Stay current with system information, changes, and updates.
• Remains flexible to work additional projects as requested or as needed.