Help Desk Analyst

Edina Realty is looking for a Help Desk Analyst at our Corporate office in Edina. This position will provide exceptional customer service and support to sales agents and staff, helping them have positive relationships with the technologies they use every day. This role is responsible for technical support, issue analysis, resolution and response for devices and applications, including network and communications systems.

This role has a hybrid work schedule Monday-Friday 8:00am-5:00pm OR 9am-6pm as needed.

Responsibilities:

• Use IT service management tools (ticketing, remote support) to provide first-tier support for applications on managed and personal devices in a network environment. Applications include external solutions and internally built tools.
• Communicate and consult with colleagues to provide effective solutions and recommendations to sales agents and staff.
• Collaborate with external vendors, higher-level teams, and cross-functional departments to escalate issues as needed.
• Maintain customer communications throughout the support process, including during escalations.
• Travel to Edina Realty sales offices to provide in-person support, group training and present technology news/announcements.
• Assist with account management tasks, including password resets, creation/modification of accounts and managing access.
• Help create and maintain technical documents for a variety of audiences.
• Assist with testing new/updated technology products and tools.

Qualifications:

• Associate degree in information technologies or related field; or equivalent work experience.
• Two years of related technical support experience with a broad range of devices, network systems and applications; or four years of related customer service experience.
• ITIL and KCS experience strongly preferred.
• Excellent interpersonal skills, a customer-first focus and the ability to work as a member in a team-oriented environment.
• Interest in and ability to quickly learn new technologies.
• Effective oral and written communication skills.
• Effective analytical, problem-solving, and decision-making skills.
• Ability to prioritize and handle multiple tasks and projects concurrently under deadline pressure.
• Must be able to work independently, resourceful and action-oriented.
• Ability to work a flexible schedule when projects or problems warrant it.
• Must be willing to travel to other offices, as necessary.

Edina Realty employees enjoy a supportive, fun and flexible work environment that values innovation, creativity and new ideas. Management and leadership are accessible and encourage input from employees.

Employees working 30 or more hours per week receive many benefits, including:

• Medical, dental and vision and life insurance
• Short term disability and long term disability
• 401k
• Paid time off
• Tuition reimbursement
• Incentive plan
• Discount programs
• Community Service Day

After more than 60 years, Edina Realty Home Services continues to uphold the core values of honesty, integrity and commitment set by founder Emma Rovick in 1955.

The positive and enjoyable work atmosphere contributes to high employee retention across our family of companies. In fact, 55 percent of employees have been with the company at least five years.

We think Edina Realty Home Services is a great place to work, but you don't have to take our word for it. We are thrilled to be named a Star Tribune's Top Workplace!

*Edina Realty Home Services provides equal opportunity (EEOC) to all applicants and employees without regard to race, color, religion, age, national origin, citizenship status, gender, gender identity, sex, sexual orientation, genetic information, physical or mental disability, disabled veteran, Vietnam era vet, marital status or other non-job related characteristics or category protected by US. Federal, state of local law.