Company Overview:
Mueller Reports has been a national services provider for over 40 years. We are recognized by lenders and top insurance carriers for providing industry leading time service, quality, customer service and technology. Mueller takes pride in recruiting and training motivated individuals for either full or part time careers in the real estate reporting industry.
Job Description:
The purpose of the Technical Support Specialist is to provide first class client and user/help desk support for a 2000+ user, multi-site environment through tickets received via Jira ticketing system and phone. This position will primarily consist of help desk related tasks. Other responsibilities include hardware and software setup, installation, troubleshooting, maintenance and other network or systems level tasks.
This job is a technical position and a successful candidate should have a strong knowledge of computers, diagnostic and repair techniques, the ability to learn and apply technical knowledge in an agile, challenging work environment, and the ability to follow procedures and policies. This position reports directly to the Manager of IT Systems.
Shift: Full Time weekdays and weekend shifts
Location: Tonawanda, NY. Relocation is not provided. Potential remote hours available after initial on-premises training period.
Duties & Responsibilities:
- Provide technical support for on-premises and remote employees, and customers via Jira ticketing system and telephone, including email, Teams chat and/or remote access
- Meet SLAs to ensure timely issue resolution of tickets and follow-up with all clients
- Properly coordinate and escalate unresolved issues to other support tiers
- Troubleshoot Microsoft Windows 11 and occasionally MacOS
- Troubleshoot mobile device issues (Apple and Android phones and tablets)
- Diagnose and correct problems with computer software and hardware
- Assist with servicing, upgrading, and deploying computer systems and peripherals
- Create, update and document knowledgebase articles, procedures, and resolution steps
- Network cabling, punch down, and crimping
- Miscellaneous duties as assigned
- Occasional weekend work and after hours are required
Required experience:
- 1+ years relevant IT or technical support experience
- Strong written, typing and oral communication skills
- Experience and proficiency with Microsoft Office products (Teams, Outlook, Excel, Word, etc.)
- Basic knowledge of networking (DNS, DHCP, IP configuration, VLAN, wireless, etc.)
- Be able to work independently as well as collaborate in a team environment
Preferred experience:
- Office 365 administration
- Experience with Windows 11, Windows Server 2025 and earlier and Active Directory.
- Cloud Administration (Microsoft Azure)
- Microsoft Group Policy and WSUS management.
- Virtualization software (VMware, Hyper-V, Citrix)
- Linux experience
- Familiarity with JIRA helpdesk and/or Confluence or ticketing systems
Job Type: Full-time
Pay: $19.00 - $25.00 per hour
Benefits:
- 401(k)
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
Ability to Commute:
- Tonawanda, NY 14150 (Required)
Ability to Relocate:
- Tonawanda, NY 14150: Relocate before starting work (Preferred)
Work Location: In person
