Helpdesk Analyst II

We are expanding quickly and are looking for an enthusiastic, hardworking, and determined individual with IT Technical experience to join the IT Team. This role requires hands-on software IT Help Desk experience to IT Infrastructure team. Good knowledge of IT ticketing tools and problem solving is essential.

Good Knowledge of Windows, Microsoft 365, Active Directory, MS office products & Basic Networking.

Required Skills

• Experience with ticket SLA management and reporting.
• Basic knowledge of networking concepts (DNS, DHCP, VPN).
• Familiarity with collaboration platforms (Zoom, Microsoft Teams, Slack).
• Exposure to endpoint management tools (SCCM, Intune, JAMF).
• Ticket routing and triage the ticket. Follow up on pending tickets.
• Log and track support requests and incidents in the helpdesk system
• Serve as the first point of contact for users seeking technical assistance via phone, email, or IT ticketing system
• Provide timely and accurate solutions to end-users for hardware, software, and basic network issues.
• Ensure tickets are updated with the latest status, resolution, and documentation.
• Reset passwords, manage user accounts in Active Directory, and support identity management systems like Okta.

Qualifications And Skills

Education

Bachelor's / master's degree in software engineering, Computer Science, or a related area

Benefits

Company Overview

MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business. Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, India, and Ireland with over 4000 team members to support our clients and their unique needs!

MRI is proud to be an Equal Employment Opportunity employer.

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Skills Required

Servicenow, Microsoft Teams, Intune, Active Directory, Dns, Jira, Windows, Basic Networking, Dhcp, Microsoft 365, Vpn, Slack, Ms Office Products, zendesk, Sccm