Systems Support Specialist I

At Northmarq, you can be part of something special. Northmarq is a unique capital markets resource for commercial real estate investors, providing clients access to experts in debt, equity, investment sales, loan servicing, and fund management. We offer a career path with best-in-class training and foster inclusive teams committed to collaboration, mentoring, and growth. Northmarq was voted by Real Estate Forum as one of The Best Places to Work in Commercial Real Estate.

About the role

As a level one System Support Specialist, you will resolve incoming telephone requests and other service requests assigned within our ITSM System. Consistent customer care, quality standards, and reporting requirements are core competencies. The role requires the ability to quickly adapt to changing priorities and workflow fluctuations. This position supports a flexible schedule prioritizing in-office teamwork, with flexibility for remote work when appropriate.

Northmarq does not provide immigration sponsorship for this position. Candidates must possess unrestricted authorization to work in the U.S. for any employer without needing sponsorship now or in the future.

Responsibilities

• Use ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Analyze, troubleshoot, design, and implement fixes with minimal escalation to the system admin support team.
• Provide basic user training in support of off-the-shelf applications and office products.
• Perform remote system repair using remote tools.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Maintain and update records, knowledgebase articles, and tracking databases.
• Use best practices and knowledge of internal or external business issues to improve products or services.
• Meet departmental performance KPIs, goals, objectives, and responsibilities.
• Demonstrate ownership in troubleshooting and resolving technical issues, as well as identifying trends and root causes.
• Apply company policies and procedures while exercising sound judgment within the scope of support for Northmarq Capital LLC.
• Act as a subject matter expert for Salesforce-related tickets.
• Properly escalate unresolved queries to the IT Service Desk Team Lead.
• Perform other duties and responsibilities as assigned.

Requirements

• Associate degree or equivalent work experience.
• 1–2 years’ experience in a desktop support environment preferred.
• Experience supporting Salesforce preferred.
• Basic experience with Office 365 including Teams, Outlook, OneDrive, and Groups preferred.
• Strong customer service background required.

Skills

• Knowledge of Microsoft Windows operating systems.
• Knowledge of Microsoft Office Professional including Microsoft Teams.
• Demonstrated knowledge of TCP/IP and networking concepts.
• Proficient knowledge in remote support for all office hardware end devices.
• Ability to respond to Salesforce-related tickets escalated from users.
• Ability to support clients remotely using tools provided by Northmarq Capital LLC.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to communicate effectively through video conferencing and telephone interfaces (Teams, Zoom, phone, etc.).
• Detail-oriented with demonstrated customer service and organizational skills.
• Proficient problem-solving skills and ability to work independently or as part of a team.
• Ability to follow through on tasks in a timely manner.
• Problem-solving skills appropriate to the level of responsibilities.
• Ability to maintain sensitive and confidential information.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• 401K match and an annual discretionary contribution based on business performance.
• Paid parental leave and adoption assistance.
• Education assistance.
• Volunteer paid time off.
• Charitable contribution match.

Pay

The salary range for the Systems Support Specialist position is $24.04 to $28.85 per hour. Actual compensation will depend on the candidate’s skills, qualifications, and experience.