Technology Support Specialist
5 hours ago
About the Role
The Rock Family of Companies is a dynamic organization with a diverse range of businesses spanning fintech, sports, entertainment, real estate, and more. As a Technology Support Specialist, you will play a critical role in supporting the technology infrastructure of our enterprise. Your primary responsibilities will include fielding service requests via phone, chat, and self-service, prioritizing requests according to policy and procedure, and effectively using multiple data points to inform and drive decision-making.
Key Responsibilities
- Provide technical support and assistance to end-users via phone, chat, and self-service
- Prioritize and manage service desk requests according to policy and procedure
- Use data-driven decision-making to resolve technical issues and improve service delivery
- Document and track service desk requests, including successful and unsuccessful decisions made and final resolutions
- Escalate unresolved issues to the proper technical support teams
- Provide hands-on desktop support, including software installation and upgrade, hardware setup, file backups, and system configuration
- Order, track, and manage inventory for computer hardware and related technology items
- Create and maintain documentation in a shared knowledge base
- Test fixes to ensure problems have been resolved
- Perform post-resolution follow-ups to service requests
About Us
The Rock Family of Companies is a centralized hub that delivers thoughtful and innovative solutions for Rocket Companies. We're a Detroit-based company made up of businesses that provide simple, fast, and trusted digital solutions for complex transactions. We're insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard.
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