Desktop Support Technician

Desktop Support Technician I page is loaded## Desktop Support Technician Ilocations:
TX, Houston time type:
Full time posted on:
Posted Yesterday job requisition :
R9226## 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…