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Technical Support Specialist
2 months ago
JOB TITLE: IT Help Desk Technician
DEPARTMENT/COMPANY: Shared Services - IT
REPORTS TO: TBD
FLSA STATUS: Exempt
TYPE (Full-time/Part-time/Contractor): Full-time
Position Overview:
The IT Help Desk Technician plays a crucial role in delivering friendly and effective customer support, addressing technical issues, managing tickets, providing user training, monitoring systems, and assisting with software installation and configuration for a diverse group of hybrid and remote users.
Company Overview:
PHOENIX stands as a premier advisor and specialist in trading, analytics, and operational support services tailored for the mortgage banking and financial services sectors. With over two decades of leadership, PHOENIX has overseen more than $800 billion in MSR transactions since 2013, offering analytic solutions to a significant portion of the Top 20 banks and mortgage servicers. Our varied business lines provide high-touch trading advisory services, valuations, and analytics for mortgage servicing rights and whole loans, along with comprehensive mortgage servicing oversight and loan-level due diligence. Our team members combine a deep understanding of client objectives, market intelligence, policy insights, and exceptional customer service to build lasting relationships within the industry.
Key Responsibilities:
- Deliver prompt support and accurate solutions to technical challenges through various channels (in-person, phone, email, chat, etc.) for both onsite and remote colleagues.
- Identify, prioritize, and resolve technical problems related to computer systems, hardware/software, and networks.
- Document all help desk interactions, prioritize incidents based on urgency and impact, and escalate issues when necessary. Maintain comprehensive records of incidents, solutions, and procedures, while identifying trends and advocating for system and process enhancements.
- Guide users in understanding software, hardware, and systems.
- Oversee and maintain computer systems and networks to ensure 24/7 operational uptime.
- Install, configure, and update software applications as needed.
Qualifications:
- Solid understanding of computer systems, networks, and related technologies. Proficiency in operating systems (Windows, macOS, Linux) and common software applications.
- Meticulous attention to detail.
- Exceptional verbal and written communication skills, with the ability to convey technical concepts to non-technical users. Set and manage expectations for all stakeholders as issues arise.
- Strong troubleshooting and problem-solving abilities to address issues effectively and efficiently.
- A patient, courteous, and customer-centric approach to managing support requests from users with varying levels of technical expertise.
- Capability to handle multiple tasks and prioritize work based on urgency and impact.
- Consistently demonstrate the highest levels of professionalism, integrity, customer service, and teamwork.
Preferred Skills/Education:
- Relevant certifications and/or related education, including proficiency in Windows, Microsoft Office, and general computer usage.
- Basic knowledge of networking, VPN services, and cloud systems.
- 1-5+ years of prior experience and/or related education in a help desk or technical support capacity.
- Familiarity with remote support tools and software.
Other Requirements:
- Ability to spend extended periods seated at a desk working on a computer.
- Capability to safely lift and move heavy equipment.
- Occasional on-call and after-hours work may be required.
Details:
- Work onsite in a professional office environment.
- Remote work may be permitted at the discretion of management for high-performing candidates with an approved remote work setup.
- Competitive benefits package, including health, dental, vision, 401(k) with discretionary employer match, and more.
PHOENIX is dedicated to the principles of equal employment and will provide reasonable accommodations to all qualified individuals to enable them to perform the essential functions of their job position, provided this does not create an undue hardship on the company.
