Help Desk Support Technician

Job Description

Job Description

About Company:

RSDS Appraisal Diversity was created to help solve a 30+ year problem in the appraisal profession: barriers to entry. The current system has created a labor shortage and lacks diversity, inclusion, and military service member representation. This has created poor service levels, long wait times, and high fees for homeowners and home buyers. The industry is trying to solve the problem with technology solutions, appraisal waivers, and bifurcated products. The RSDS Appraisal Diversity solution is to aggressively hire and train the next generation of professional appraisers and to create high-paying careers for deserving people who are currently blocked out of the system.

RSDS is built upon a belief that large groups of educated professionals sharing best practices can perform exceptionally with unlimited potential. We use that collaborative thought to invent new valuation technology to streamline the appraisal process and better serve our clients with the fastest turn times, least revisions, and the highest level of accuracy.

RSDS is re-energizing the future generation of appraiser leaders. RSDS is on track to hire, train, and employ 500 diverse appraisers over the next 5 years in the 75 most populated markets. This will better serve the housing market, preserve the profession, bring a fresh take with new technology and a drive to advance valuation to limits not seen before.

About the Role:

The Help Desk Support Technician plays a critical role in ensuring the smooth operation of IT systems within the real estate and rental leasing industry. This position is responsible for providing timely and effective technical support to end-users, resolving hardware, software, and network issues that impact daily business activities. The technician will serve as the first point of contact for troubleshooting and problem resolution, helping to minimize downtime and maintain productivity. By collaborating with other IT professionals and departments, the technician contributes to the continuous improvement of technology infrastructure and user experience. Ultimately, this role supports the organization's ability to deliver exceptional service to clients by maintaining reliable and efficient technology systems.

Minimum Qualifications:

• High school diploma or equivalent; Associate degree or higher in Information Technology or related field preferred.
• Proven experience in a help desk or technical support role, preferably within the real estate or related industry.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common networking concepts.
• Ability to troubleshoot hardware, software, and network issues effectively and efficiently.
• Excellent communication skills with the ability to explain technical information to non-technical users.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience supporting real estate software platforms, property management systems, or CRM tools.
• Familiarity with cloud services and remote support tools.
• Basic understanding of cybersecurity principles and data privacy regulations relevant to the real estate sector.
• Strong organizational skills and experience working in a fast-paced, customer-focused environment.

Responsibilities:

• Respond promptly to help desk inquiries via phone, email, or ticketing system and provide clear communication throughout the resolution process.
• Diagnose and resolve technical hardware and software issues, including desktops, laptops, mobile devices, and network connectivity problems.
• Install, configure, and maintain computer systems, peripherals, and software applications relevant to real estate operations.
• Document all support activities, solutions, and user interactions accurately in the help desk management system.
• Collaborate with IT team members to escalate complex issues and participate in system upgrades, maintenance, and testing.
• Provide end-user training and guidance on software applications and best practices to enhance technology adoption.
• Maintain an inventory of IT assets and ensure compliance with company policies and security protocols.

Skills:

The Help Desk Support Technician utilizes technical troubleshooting skills daily to identify and resolve a wide range of IT issues, ensuring minimal disruption to business operations. Communication skills are essential for effectively assisting users of varying technical backgrounds and documenting support activities clearly. Knowledge of operating systems and software applications enables the technician to install, configure, and maintain technology tools critical to real estate functions. Collaboration skills are important when escalating complex problems and working with IT teams to implement system improvements. Additionally, organizational skills help manage multiple support requests efficiently while maintaining accurate records and adhering to company policies.