Service Desk Technician I

Overview

BREAK GROUND ON A REWARDING CAREER WITH US!

At MDC Holdings, Inc./Richmond American Homes, we encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us. We’re proud to be one of the most established homebuilders in the industry, with over 45 years of experience and 250,000+ homes to our credit.

We also take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable. 

Position Summary

We are looking for a qualified Service Desk Technician to join our team. This opportunity is a contract to hire position with the possibility to become a full-time, permanent position after the contract period of three months.

• Candidate is responsible for troubleshooting network, applications, and system problems with technical troubleshooting skills for both hardware and software.
• Candidate will work daily with users of the business applications and/or IT personnel on a wide variety of systems and processes.
• Escalates and works through advanced problems with Senior Technicians, other Service Desk staff, and Managers.
• Responsible for helping maintain a professional and customer service oriented environment.

Responsibilities

• Working knowledge of Microsoft products not limited to Windows 10 & 7, Active Directory, Outlook 2010, Office 2010, etc.
• Prior experience using an IT Ticketing System
• Works well in a fast paced, diverse, and results oriented IT environment
• Capacity and aptitude for learning a multitude of custom and off the shelf applications
• Strong interpersonal, organizational, verbal, writing, and problem solving skills
• Amicable and patient personality
• Prompt follow-up on issue status
• Works well with all customers to identify and interpret requirements, needs, and problems
• Answers incoming calls, email, and trouble tickets from end-users on a daily basis
• Responds quickly to customer’s requests with appropriate guidance
• Troubleshoots all problems to achieve resolution for end-users
• Escalates issues to team leadership
• Places internal IT and third party vendor service calls, consistently follows-up through call resolution
• Resets/unlocks Active Directory network and various internal and off the shelf application accounts and passwords
• Responsible for setting up new employee access to network and applications as well as removal of access for terminated employees
• Granting and removal of access to network and applications of current employees and ensuring that proper approval of access changes have been submitted beforehand
• Participate in on-call rotation for Service Desk team for after normal working hours and on the weekend phone calls
• Delivers excellent customer service to internal and external customers
• Focuses on acquiring and applying knowledge and skills important to job duties and the profession
• Works as a team member within a larger team
• Keeps team members informed and up-to-date with relevant information
• Attend team meetings and provides updates on issue resolution metrics

Requirements

Education: High school diploma or equivalent required.

• Some college and/or technical trade school preferred, including IT Certifications.

Experience: 2 – 3 years of experience as a Service Desk or Customer Service Representative in a technical field.

Benefits & Perks!While we value hard work, we also recognize the importance of having fun! Our employees enjoy a collaborative environment where they can freely bounce ideas off one another and participate in exciting teambuilding activities and outings, like trips to the ballpark, holiday celebrations, regular office socials and much more.

• Positive, collaborative team culture
• Competitive compensation structure
• Comprehensive benefits package includes: Medical, Dental, Vision, HSA/FSA accounts, 401K, Life Insurance, Short Term Disability, Long Term Disability, and EAP
• Time Off benefits include: Vacation, Sick, Holiday, Bereavement, Jury Duty, FMLA, and Military leave
• Discounted pet insurance
• Home purchase discounts & more!

*All benefits are subject to qualification and hire dates. Not all benefits apply to commissioned sales people.Compensation

• Base Salary: $50,000-55,000
• FLSA Status: Non-Exempt
• Bonus Type: Year End Discretionary

If you are ready for more than a job and seek a career with one of the most respected organizations in a top industry then we want to hear from you. Please also visit our website at www.richmondamerican.com for more information.MDC Holdings, Inc. / Richmond American Homes is an Equal Opportunity Employer.