Field Support Technician - Level 2

Employer
Realogy Services Group LLC
Location
Ellicott City, MD
Posted
Mar 20, 2017
Closes
Mar 27, 2017
Function
Accountant, IT
Industry
Specialty Trades
Hours
Full Time
Job Description:Requisition 30195 Realogy Holdings Corp. (NYSE: RLGY) is a global leader in residential real estate franchising and brokerage with many of the best-known industry brands including Better Homes and Gardens (R) Real Estate, CENTURY 21 (R) , Coldwell Banker (R) , Coldwell Banker Commercial (R) , The Corcoran Group (R) , ERA(R), Sotheby's International Realty (R) and ZipRealty (R) . Collectively, Realogy's franchise system members operate approximately 13,600 offices with more than 256,800 independent sales associates conducting business in 110 countries and territories around the world. NRT LLC, Realogy's company-owned real estate brokerage, is the largest residential brokerage company in the United States, operates under several of Realogy's brands and also provides related residential real estate services. The Company also owns Cartus, a prominent worldwide provider of relocation services to corporate and affinity clients, and Title Resource Group, a leading provider of title, settlement and underwriting services. Realogy is headquartered in Madison, New Jersey. SUMMARY Provide knowledgeable PC software, hardware, and network connectivity troubleshooting. Diagnose and resolve these issues for corporate employees and sales associates. Installation, configuration and onsite support of PC software, hardware, and network devices located at [Metro Name] offices. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. * Installs, configures and troubleshoots Windows operating systems. * Installs, configures and troubleshoots network cards and network connectivity software. * Installs, configures and troubleshoots proprietary application software. * Installs, configures and troubleshoots PC hardware and other approved peripherals. * Assists Network Engineers in debugging network issues as required. * Configures and troubleshoots network printing on client computers. * Resolve issues in a timely manner. * Ensure customer satisfaction with every interaction. * Keeps customer informed of issues and provides update in status in ticket tracking system. * Performs special projects as requested by supervisor. * Escalates issues as necessary to other groups within the IT organization. * Image capturing for computer deployments. Assist with branch server rollouts and maintenance. * Review and assist with users Network drive space capacities. * May be required to travel overnight. ESSENTIAL COMPETENCIES Teamwork * Offers help to accomplish tasks or objectives outside one's area of primary responsibility. * Brings problems to someone's attention that can help when unable to offer personal assistance. * Treats customers (internal and external), colleagues, subordinates and superiors with respect. * Graciously accepts help from others. * Participates in developing team goals. * Shows trust and respect for all members of the team. Communication * Communicates with customers (internal and external), peers, subordinates and superiors with a positive and professional attitude. * Communicates all the information necessary for someone to understand any given situation and confirms understanding from the individual(s) being given the information. * Offers to conduct research to obtain missing information when necessary or appropriate. * Listens and observes attentively, allowing an exchange of information. Anticipates questions. * Seeks to understand differing viewpoints or opposing views. * Is candid and honest in expressing thoughts and ideas, while remaining sensitive to others. * Writes clearly and concisely, with an appropriate awareness of the intended audience. * Considers lead time when generating written and verbal communication. * Proactive Problem Solving * Takes full ownership and responsibility for problems, as an individual and as a part of the team. * Gathers all the facts before acting on, or recommending a solution. * Follows a consistent logical series of steps and documents, in writing, whenever deviating from known policies and procedures. * Obtains any required approvals for any deviations. Approvals are in writing or at least noted when written authorization is not possible. * Communicates with everyone affected by the problem through each step of the resolution. * Actively participates in solutions. * Anticipates changes that need to be made to the system. * Takes initiative to recommend/implement preventative measures. * Makes clear and well organized presentations. Error-free Work through Continuous Improvement and Attention to Detail * Uses originality, imagination and inventiveness to generate new ideas, alternatives and solutions. * Develops new or improved methods or systems, continually seeking improvement. Is open to change. * Combines elements of existing methods and practices with new techniques. * Uses techniques such as brainstorming to bring ideas and solutions into being. * Understands the details sufficiently to know which steps of a process can be altered and which are necessar