Information Technology (IT) HelpDesk

Member First Mortgage is seeking a Information Technology (IT) HelpDesk to join our growing team in Grand Rapids, MI! This is an excellent opportunity to join our award-winning team which has been recognized as Best and Brightest companies to work for in the nation! In this role you will be originating quality mortgage loans, building solid relations, and delivering expert mortgage solutions to credit unions.

Founded on the credit union philosophy of 'People Helping People', we have become the trusted full-service mortgage provider to over 200 credit unions across the U.S. This philosophy, along with our core values of honesty and integrity, make careers with Member First Mortgage dynamic and rewarding through our friendly and family-oriented culture that is dedicated to the growth and success of our employees.

Benefits We Offer:

• Generous and competitive healthcare packages
• Employer paid short-term and long-term disability
• Employer paid Life Insurance
• 100% Employer paid Vision
• 401K Plan with match
• 20 days PTO - no waiting periods!
• Fun, laid back, and collaborative team environment.

Responsibilities:

• Responsible for making sure IT Helpdesk tickets flow through the portal and correct channels efficiently to achieve high customer support and staff support satisfaction rating. Documents Standard Operating Procedures (SOP) as needed to support activities performed by the IT team. Provide first point of contact support for Helpdesk including taking phone calls, emails, ticket entries, and walk-by requests and ensuring they follow the SOP. Assigns initial tickets coming in to the correct technician and follows up on statuses when tickets fall behind and follows up on tickets when they are closed. Continually learn and improve on how we use the Helpdesk software and find new and better ways that we can provide support.
• Assists other technicians with moving tickets along by troubleshooting and performing administrative IT tasks such as adding and removing accounts, and basic maintenance tasks, and by coordinating with technical support and staff, customers, and vendors as necessary to resolve hardware, software, and network problems.
• Assists with providing on-going support to all company personnel and clients in the use of end-user hardware and software products; notifies users of new useful features available through product updates.
• Assists in installing end-user hardware and PC software; assures all company employees know how to care for and maintain their terminals, printers, and PC's and understand procedures for data backup, network access, etc.
• Assures administrative control over the end-user hardware and software assets of the company, as well as related supplies and accessories, through maintenance of inventories, files, logs, etc.

Experience: Three to five years of similar or related experience.

Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree).

Other Skills:

• Knowledge of office automation products, word processing, spreadsheet, e-mail, personal computers, PC operating systems, peripheral equipment, etc.
• Excellent communication skills
• Self-motivated and well organized

Physical Requirements: While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally life and/or move up to 10 pounds. The employee is frequently required to spend extended hours in front of a computer screen, to use hand to finger, to speak in and listen carefully on the telephone.

Work Environment: While performing the duties of this job, the employee regularly works in a remote and/or in office setting.

If you are looking for a company that is dedicated to your success and is ethically motivated to provide exceptional member service, we encourage you to apply!