Description

Position Summary

The primary responsibility of this position is to provide excellent customer service and assistance to internal and remote users of company information resources. A help desk technician provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.

Essential Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, and ticketing system.
• Uses a ticketing system to maintain records, logs, and reports of assistance.
• Investigates/troubleshoots user problems and identifies their sources; determines possible solutions; tests and implements solutions.
• Installs, configures, and maintains employee computers/laptops and related equipment, devices, and systems.
• Perform remote troubleshooting through diagnostic techniques.
• Follow-up and update customer status and information within the ticketing system
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures to department Manager.
• Maintains a professional image and standards consistent with company policies and procedures.
• Responsible for a high level of confidentiality and security while handling company information; verbal and/or written documentation.
• Performs other tasks as requested.

Knowledge, Skills, and Abilities

• Proven experience as a help desk technician or other customer support role
• Ability to read, write, and communicate at a level consistent with the requirements of this position and to non-technical staff.
• Ability to learn and support new systems and applications, and able to make good decisions and meet deadlines.
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Demonstrated ability to handle multiple projects and details simultaneously; holds self to a high level of quality.
• Must be self-motivated and enthusiastic to obtain personal and company goals.
• Ability to stay organized to easily retrieve information and documents as needed.
• Must maintain knowledge and stay current in computer and network security systems, applications, procedures, and techniques.
• Flexibility to adapt to peak periods of heavy workload and pressure.
• Good problem-solving, analytical, and team-working skills

Experience and Training

• Associate degree in technical field, preferred or equivalent work experience.
• JIRA Experience, preferred.
• Minimum of two years’ relevant experience.
• Mortgage or banking industry experience, preferred.
• Preferred certifications; A , Net , CC, Microsoft MCSA
• Must maintain industry standard training according to company policies.

Requirements

Physical Demands and Work Environment

Physical Demands:

• Mostly sedentary, however, while performing the duties of this job, the employee is occasionally required to walk; reach with hands and arms; stoop; talk and hear.
• Extensive reading and computer use is expected more than 50% of the time. Receiving and expressing detailed information verbally, in person and by telephone is essential. Must be able to verbally communicate effectively with others.
• Occasionally lift and/or move up to 40 pounds.
• Regular attendance is necessary and essential to this position.

Work Environment:

• Professional office setting