Help Desk Representative

Help Desk Representative

Northrop Realty represents buyers and sellers of residential real estate in the Baltimore and Washington metropolitan regions with offices in Annapolis, Baltimore, Clarksville, Columbia, Ellicott City, Fallston, Frederick, Lutherville-Timonium, Phoenix and Sykesville, MD. Northrop Realty also operates coastal office locations in Bethany Beach, Fenwick Island, Lewes-Rehoboth, Millsboro and Newark, DE in addition to Oak Island and Southport, NC.

At Northrop Realty, we proudly offer a comprehensive benefits package to full-time employees after a 90-day introductory period, designed to enhance employee health and well-being. Benefits include 100% employer paid health insurance (medical, dental, and vision – Individual & Family), health coaching through NOOM, 80 hours of prorated PTO, 11 paid holidays including one floating holiday and your birthday. We also provide two weeks of paid parental leave for new parents who have completed at least six months of service.

In addition to an IRA retirement plan with matching contributions, we also offer supplemental benefits including life insurance, disability coverage, and accident insurance providing employees with extra peace of mind.

Job Description

As Northrop Realty's Help Desk Representative, you are the gateway to resolving technology problems for members of the brokerage. You will serve as the first point of contact for the IT Help Desk Team, assisting users with Google Workplace, Zoom, Uniflow Printing, Wi-Fi issues, and more. You install, maintain, and repair IT equipment, systems, and software throughout our offices. You provide technical assistance and answers to user questions with 5-star customer service. You help keep our brokerage running seamlessly by anticipating and troubleshooting problems with computer hardware and software.

This role offers flexible hours to support our dynamic real estate operations, which occasionally include weekend or on-call coverage. Some Saturday availability is required to ensure consistent support during peak times, with reduced or adjusted weekday hours available to maintain work-life balance.

Essential Functions:

• Provide first-level technical support to employees, agents, and leadership via phone, email, or in person.
• Diagnose and resolve basic hardware, software, and network issues related to real estate-specific tools, applications, and systems.
• Assist users with setting up, configuring, and troubleshooting computers, mobile devices, printers, and other office equipment.
• Ensure all support requests are logged into the ticketing system and appropriately prioritized.
• Escalate complex or unresolved issues to the Help Desk Specialist in a timely manner.
• Perform basic preventative maintenance and system updates to ensure smooth operation of all IT systems.
• Provide guidance on how to use various company software tools, including real estate CRM systems, telephone software, and other commonly used platforms.
• Troubleshoot internet connectivity issues, VPN access, and remote desktop connections.
• Maintain a high level of customer service and professionalism while supporting end users.
• Stay up to date with new technologies, tools, and trends within the real estate industry.
• Ensures compliance with all Long & Foster IT processes, procedures, and practices.
• Installs and updates software and hardware.
• Communicates with the Facilities Department and Help Desk Specialist on upcoming initiatives that require support.
• Provides emergency call support after hours.
• Lives the Northrop values.

Supervisory Responsibilities:

• None

Qualifications

Required Skills/Abilities:

• Excellent analytical skills.
• Excellent problem-solving abilities.
• Excellent time and project management skills; proven ability to multitask and meet deadlines, and delegate.
• Excellent organizational skills and attention to detail.
• Strong verbal and written communication skills; ability to explain technical issues in easily understandable terms.
• Strong initiative.
• Strong people skills and interpersonal savvy.
• Ability to function well in a high-paced environment.
• Ability and willing to respond to emails/texts/phone calls outside of normal business hours.
• Ability to provide emergency response after normal hours.
• Proficient with Microsoft Office and Google Workspace.

Education and Experience:

• High school diploma or equivalent required; Bachelor's degree in Computer Science or related field preferred.
• 1+ years of experience with PC and Mac hardware and software, telecommunications, mobile devices, networking, and service administration.
• 1+ years of experience in customer technical support.
• Strong experience troubleshooting Windows 10, Mac OS, Office Suite, Internet Explorer, and VPN/network connectivity.
• CompTIA A+ preferred.

Physical Demands:

• May experience prolonged periods of sitting at a desk and working on a computer.
• Must be able to stand, bend, squat, climb, and crawl; must be willing and able to work in tight spaces.
• Must be able to lift and carry up to 50 pounds at times.

Travel Required:

• Must be willing and able to travel between Northrop offices.
• Must maintain reliable transportation.

Additional Information

Please note that this is an in-office position.

All your information will be kept confidential according to EEO guidelines.

Confidentiality

This role may be privy to confidential information which shall not be shared other than with the parties involved in the transactions. Any breach in confidentiality may result in immediate termination.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.