Support Services Engineer

Department:

WDTech - I&O

We are Walker & Dunlop. We are one of the largest providers of capital to the commercial real estate industry, enabling real estate owners and operators to bring their visions of communities - where people live, work, shop, and play - to life. We are committed to creating meaningful social, environmental, and economic change in our communities.

Department Overview

WDTech is W&D's in-house technology team - a group of collaborative and highly skilled technology professionals, all of whom are leading experts in real estate data, data science, and technology.

WDTech Infrastructure & Operations designs, operates, and supports the technology platforms on which W&D builds and operates business systems. I&O provides productivity and collaboration solutions for an increasingly decentralized and mobile workforce.

The Impact You Will Have

This position plays a critical role in supporting W&D's leadership, employees, and day-to-day business operations. You will be the frontline of technical support, providing white glove service to senior leadership and staff across the organization. Your ability to respond quickly, communicate clearly, and resolve issues with a sense of ownership will directly impact on the productivity of the people you support.

Primary Responsibilities

* Serve as the first point of contact for technical support via phone, in-person, and remote tools such as Bomgar and Zoom.

* Proactively monitor and manage the Help Desk ticket queue throughout your shift, taking ownership of assigned incidents from start to resolution while ensuring a positive customer experience.

* Troubleshoot and support a range of systems, including Microsoft Windows 11, iOS devices, macOS, SCCM, Intune and Active Directory.

* Provide user and system support for key business applications such as Salesforce, Microsoft 365 application, Box, Zoom, Adobe Acrobat, Illustrator, Photoshop, and InDesign.

* Manage laptop setup and deployment for new employees using standard hardware, images and software.

* Configure, deploy, and maintain end-user devices using standard hardware images and software packages.

* Support and troubleshoot Zoom Rooms, including iPads and conference room setups.

* Configure, deploy, and maintain end-user devices using standard hardware images and software packages.

* Own assigned incidents from start to resolution while ensuring a positive customer experience.

* Set up and support peripheral devices such as printers, scanners, and copiers; troubleshoot and resolve issues.

* Provide support for mobile devices and assist users in accessing company systems securely.

* Use collaboration and productivity tools such as Jira, Cisco Any Connect, and Netskope for task management and secure access.

* Update ticket notes accurately and in real time after every action or user interaction.

* Translate technical concepts into user-friendly explanations for non-technical staff.

* Participate in the execution of disaster recovery plans during system outages.

* Perform other duties as assigned.

* Attendance is generally Monday through Friday from 8:30 AM to 5:30 PM local time with a minimum of 3 days per week in office and up to 2 days per week remote. Participation in an on-call rotation for after-hours support is required.

Education and Experience

* Bachelor's degree in information systems, computer science, or a related study, or equivalent working experience.

* 3 or more years of experience in a desktop support role supporting macOS, Windows 11, and Microsoft 365 preferred.

* Hands-on experience with Intune and SCCM in a managed enterprise environment is strongly preferred.

* Experience working within a ticketing system to track incidents and manage assigned tasks, preferably Service Now.

Knowledge,

Skills and Abilities

* Ability to travel overnight within the United States, up to 25%.

* Flexibility to participate in an after-hours on-call support rotation.

* Demonstrated knowledge of Windows 11 operating system.

* Passionate in providing excellent customer service with a commitment to quality.

* Outstanding verbal and written communication skills.

* Detail-oriented mindset while consistently focusing on the big…