IT Service Desk Technician – Support Specialist

Requirements

• Associates degree in IT or a related discipline, or equivalent professional experience.
• Minimum of 3 years in a similar help desk or IT support position.
• Proficient in troubleshooting hardware, Windows 10, Microsoft Office 365, VPN, and network printers.
• Familiarity with Chrome, Microsoft Edge, anti-virus software, and disk encryption techniques.
• Understanding of networking, telephony systems, and best practices in IT security.
• CompTIA or HDI certification is preferred.
• Excellent customer service and communication abilities.
• Flexibility to work occasional nights, weekends, or holidays as needed.

• Handle incoming support calls and voicemails following IT Service Desk protocols.
• Create, track, and resolve support tickets using the Samanage ticketing system.
• Monitor ticket queues and allocate tickets to the appropriate teams or individuals.
• Provide Tier 1 support for hardware, proprietary and standard software, mobile devices, telephones, VPN, and printers.
• Independently resolve a percentage of technical issues; escalated unresolved matters as necessary.
• Manage AS400/Client Access user accounts and troubleshoot Windows printing problems.
• Document technical issues, develop knowledge base articles, and refine user instructions.
• Ensure adherence to IT policies, procedures, and company standards.
• Meet established service level agreements (SLAs) for response and resolution timelines.
• Occasionally assist walk-up users at the San Diego office in person.

At Guild Mortgage Company, a premier mortgage banking firm founded in 1960, we are committed to helping individuals and families attain home ownership. Our emphasis on exceptional customer service and accessible financing sets us apart in the industry, combining professionalism with unparalleled support. We are currently looking for a talented IT Service Desk Technician to join our Information Technology team. This position requires 100% on-site presence, primarily providing phone and remote support, with occasional in-person assistance in our San Diego office.

We offer an engaging work environment and opportunities for professional growth.