Technical Support Specialist

1 week ago

Denver, Colorado, United States PHOENIX Full time

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 exceptional customer service and technical support. This position is responsible for troubleshooting technical issues, managing support tickets, providing user training, monitoring systems, and assisting with software installation and configuration for over 150 hybrid and remote users.

Company Overview:

PHOENIX is a premier advisor and expert in trading, analytics, and operational support services within the mortgage banking and financial services industry. With over two decades of experience, PHOENIX has overseen more than $800 billion in MSR transactions since 2013, delivering analytic solutions to a significant portion of the Top 20 banks and mortgage servicers. Our diverse business lines offer high-touch trading advisory services, valuations, and analytics for mortgage servicing rights and whole loans, along with comprehensive mortgage servicing oversight and quality control.

Key Responsibilities:

  • Deliver prompt and accurate technical support through various channels (in-person, phone, email, chat) for both onsite and remote colleagues.
  • Diagnose, prioritize, and resolve technical issues related to computer systems, hardware/software, and network connectivity.
  • Document all help desk interactions, prioritize incidents based on urgency and impact, and escalate issues as necessary. Maintain thorough records of incidents, solutions, and procedures while identifying trends and advocating for improvements.
  • Assist users in comprehending software, hardware, and systems.
  • Monitor and maintain computer systems and networks to ensure 24/7 operational uptime.
  • Install, configure, and update software applications as needed.

Qualifications:

  • Strong understanding of computer systems, networks, and related technologies. Proficiency in operating systems (Windows, macOS, Linux) and common software applications.
  • Exceptional attention to detail.
  • Excellent 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 resolve issues effectively.
  • Patient, courteous, and customer-focused approach to handling support requests from users with varying technical expertise.
  • Ability to manage multiple tasks and prioritize work based on urgency and impact.
  • Consistently demonstrates 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 understanding of networking, VPN services, and cloud systems.
  • 1-5+ years of experience in a help desk or technical support role.
  • Familiarity with remote support tools and software.

Other Requirements:

  • Ability to spend extended periods sitting 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 with a dynamic team.
  • Remote work may be permitted at the manager's discretion for high-performing candidates with an approved remote work environment.
  • Competitive benefits package, including health, dental, vision, and 401(k) with discretionary employer match.

PHOENIX is committed to equal employment principles and will provide reasonable accommodations to all qualified individuals to perform the essential functions of their job position, provided this does not create an undue hardship on the company.

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