Description

The IT Support Specialist at radius will be part of the Technical Support Team. The team focuses on high impact issues that increase radius financial group’s overall performance. Specifically, to decrease employee down time due to technical issues.

The position will be responsible for resolving inbound technical support requests, accurately logging and tracking all calls, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned “trouble” tickets. The Support Specialist will also install, configure and support new and upgraded computer/laptops and printers and assist with the operation and maintenance of the Company’s network(s).

Requirements

• Provide first level contact and convey resolutions to employee issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update employee data and produce activity reports.
• Set up user accounts—creation/password reset/enabling-disabling accounts.
• Walk employees through problem solving process.
• Follow up with employees, provide feedback and see problems through to resolution.
• Utilize excellent employee service skills and exceed employees’ expectations.
• Ensure proper recording, documentation and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products and services.
• Actively preserve and protect confidential information from borrower’s and employees.

Qualifications & Skills

In addition to being qualified to perform the duties described above, the individual must also possess the following skills and qualifications.

· Degree in computer science or other quantitative discipline with a strong academic record.

· Advanced troubleshooting and multi-tasking skills.

· Understanding of Active Directory and Domain structure. 

· Windows and Windows Server experience.

· Working knowledge of PC Hardware configurations and troubleshooting.

· Working knowledge of Microsoft Office and O365.

· Working knowledge of help desk software, databases and remote control.

Non-Technical Qualifications:

· Highly analytical and a problem solver.

· Entrepreneurial spirit and growth mindset with a positive attitude.

· Familiarity with mortgage lending industry and financial products.

· Strong business and technical acumen.

· Excellent communication and writing skills.

· Ability to solve practical problems