From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.  

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.  

And we’re passionately dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future. 

We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days in-office and 2 days remotely. This role is based at our HQ in Solon, Ohio.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Description

We’re seeking a detail-oriented and customer-focused Help Desk Technician II to provide advanced technical support and troubleshooting for our internal users. As a Level 2 technician, you will handle escalated issues, support complex technical environments, and play a key role in optimizing our service desk operations. This position requires a solid foundation in IT support, strong communication skills, and the ability to work independently or collaboratively.

RESPONSIBILITIES:

Imaging Laptops, desktops, servers, notebooks, and tablets.
Working with Desktop Engineers to maintain image libraries.
Troubleshooting hardware issues with Laptops, desktops, servers, notebooks, and tablets.
Troubleshooting software issues with Laptops, desktops, servers, notebooks, and tablets.
Acting as an account admin for various software products.
Assist with Wireless account management.
Troubleshoot internal network issues.
IP phone support.
Internal audio visual setup, tear down and troubleshooting.
Hardware inventory maintenance.
Corporate data center monitoring, and maintenance.
Virtual server troubleshooting, building, and maintenance.
Serve as part of the on-call rotation

TYPICAL DELIVERABLES:

Provide live phone support to internal user base.
Provide ticket system support to internal user base.
Provide email support to internal user base.
Troubleshoot, document, and solve basic hardware, software, and connectivity issues independently.
Read, and understand clear reference documentation to assist in troubleshooting issues.
Follow rigorous checklists for task oriented work, such as workstation setup, and account maintenance.
Work independently or with a team on project oriented work.
Provide high levels of customer service to internal clients.
Learn new skills and actively develop toward a Help Desk Analyst 2.

KNOWLEDGE / BACKGROUND EXPERIENCE

Minimum of 2 years’ experience (or equivalent schooling) in a Help Desk role, system administrator role, or a software support analyst.
Basic Windows OS experience including Microsoft and Apple operating systems.
Basic Networking knowledge.
Basic hardware knowledge including: laptops, desktops, servers, switches, and routers.
Basic knowledge of Active Directory
Microsoft Office experience (Office 365 is a plus)
Knowledge of cabling and termination standards and experience working with Cat 5, Cat 5e and Cat 6 fiber terminations.
Experience with current Internet Technologies/ protocols (TCP/IP, XML, HTTP, HTTPS, SFTP, and Application Servers) a plus.
Solid methodical troubleshooting skills.
Customer Service experience.

TECHNICAL / FUNCTIONAL SKILLS

Works independently and as a team member in a high performance 24/7 availability environment.
Working level of Documentation Skills, documents configurations, and project updates.
Implements solutions within the context of higher-level requirements.
Applies effective time management skills and can handle multiple tasks/projects effectively.
Uses experience and seasoned judgment to suggest approaches that optimize among customer needs, business constraints, and technological realities.
Stays current with industry trends and standards as well as how to integrate these into the help desk service catalog.
Works effectively in a fast paced environment. Performs multiple tasks concurrently on tight timelines.
Quickly gains basic understanding or working knowledge in new technical areas.
Monitor, manage and resolve customer issues as well as coordinating service with customers; engage or escalates to vendors for service restitution as appropriate.

We’re obsessed with making this the best job you’ve ever had! 

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: 

Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
Invest in our competitive 401k plan and help set you up for your future
Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year
Further your professional development and growth with our generous Tuition Reimbursement offerings
Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

Environmental Conditions

This person will work predominantly in an office type environment.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee may be required to work at a computer work station for more than 5 hours a day.

Mental Demands

Reading, studying focused listening, auditing, inspecting, proofreading, and evaluating required. Ability to give, receive, and analyze information and prepare written materials. Ability to communicate effectively (verbal and written); interpret policy, procedures, and data.

MRI Software is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.