Desktop Support Technician

Position: Desktop Support Technician I
Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

POSITION SUMMARY

The Desktop Support Technician I is an entry level end user support technician that provides direct client support. This role performs remote and/or on-site assistance.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate.
• Supports and maintains the end user environment. This may include configuring new hardware, reviewing, and addressing virus alerts, installing, and troubleshooting software including patches, and performing tests.
• Provides direct support to users for supported hardware, software, and devices. This includes restoring service, providing user training, coordinating warranty repairs through third-party vendors as appropriate, and supporting special events (on-site).
• Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software and wipes data prior to destruction or reissue.
• Documents, maintains, and recommends enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
• Performs facility moves under guidance.
• Ensures compliance with relevant policies and regulations and escalates any concerns as appropriate.
• Choosing effectively from among many different procedures or approaches in order to implement a solution.
• Troubleshooting user problems requiring a working understanding of the end user environment and a basic understanding of inter-related technologies. Can problem-solve most standard end user problems.
• Maintaining composure and a professional manner at all times, including in stressful situations with clients.
• Courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
• Probes clients effectively to determine the actual nature or underlying cause of a user problem.
• Strong orientation towards client service.
• Operates effectively as part of a larger team and manages own work.
• May be accountable to resolve a task or assignment as part of a larger initiative or project.
• Receives general direction, work in progress is reviewed routinely.
• Selects appropriate work procedures or approaches to address and/or escalate problems.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High school diploma or equivalent, required.
• Bachelor's degree or equivalent preferred.
• 1-2 years of relevant experience in a technical support role ( "hands on" internship experience may be considered).

Skills, Abilities, and Knowledge

• Possesses working knowledge of standard end user hardware and software and is able to address most issues by following established procedures.
• Builds expertise in standard end user hardware and software and the ability to resolve client issues.
• Has a basic understanding of network connectivity and infrastructure.
• Gaining an understanding of Newrez specific applications and technologies.
• Possesses a general understanding of basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
• Works to assess the client's comfort level with technology, and potentially manage their anxiety and stress.
• Comfortable in an ongoing dialogue with clients that may at times be vague, confusing and/or stressful.
• Understands the technology organization and where and when to escalate client or operational problems.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information:

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the…