Contractor

Overview:

Founded in 1988 and headquartered in Atlanta, Trimont (www.trimont.com) is a specialized global commercial real estate loan services provider and partner for lenders seeking the infrastructure and capabilities needed to make informed, effective decisions related to the deployment, management and administration of commercial real estate secured credit.

We do this with a team of 400 extraordinary Team Members who serve a global client base from offices in Atlanta, Dallas, Kansas City, London, New York and Sydney. We empower our skilled global teams by equipping them with the necessary knowledge and advanced technology, as well as fostering a culture driven by values. This approach helps our teams excel and build meaningful client relationships, while providing the highest quality service and feeling proud of the work they do.

Trimont is an innovative firm where visionary professionals come to learn, grow, and thrive with colleagues driven by curiosity and collaboration.

Learn: We believe ongoing learning is critical and are focused on providing a work environment where all team members can take ownership of their careers.

Grow: We work alongside the largest institutional lenders in the world, overseeing the most significant projects in the industry. This unique opportunity allows us to broaden our skillset and develop our abilities by tackling some of the industry's most challenging and exciting endeavors.

Thrive: Our firm is a place where ethics and excellence meet to create an experience that matches our capabilities. There are no limits to what we as team members as an organization, can achieve together.

Job Summary:

The IT Contractor is responsible for providing technical support and troubleshooting for computer and network issues within a company. They handle initial support requests, ensuring they are directed to the correct team and prioritized appropriately. The role involves managing support requests to ensure timely escalation and resolution, in accordance with service level agreements. Additionally, the IT Contractor assists onsite support teams by providing backend support services.

Responsibilities:

• Accept and prioritize support requests, create and route support tickets.
• Gather detailed information from requestors and document it in the support system.
• Analyze system issues and record symptoms in ticket documentation.
• Resolve issues and manage resolution timelines and expectations with users.
• Handle tier 1 support requests that can be resolved remotely.
• Manage the status of IT work queues for tier 1 requests.
• Assist onsite teams with hardware and software troubleshooting.
• Support new user onboarding and offboarding processes.
• Help procure and configure new hardware and equipment.
• Escalate more complex issues to higher-level support.
• Record user inquiries via chat, email, and phone.

Required Qualifications:

• Degree or diploma in computer science or information systems.
• Over 2 years of related experience.
• Strong written communication skills.
• Problem-solving skills and a customer-focused approach.
• Excellent organizational skills and persistence in gathering information.

Trimont is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please contact us. We are proud to maintain a drug-free policy, ensuring that our community is a secure and productive space for all our team members.