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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
Position Overview:
The IT Help Desk Technician plays a crucial role in delivering exceptional customer service and technical support. This position involves 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 leading 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 successfully overseen more than $800 billion in MSR transactions since 2013, delivering analytic solutions to many of the top banks and mortgage servicers. Our diverse business lines provide high-touch trading advisory, valuations, and analytics for mortgage servicing rights and whole loans, along with mortgage servicing oversight and loan-level due diligence. Our team is dedicated to understanding client objectives, leveraging market intelligence, and providing exceptional customer service to build strong, lasting relationships across the industry.
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 networks.
- Document all help desk interactions, prioritize incidents based on urgency and impact, and escalate issues as needed. Maintain comprehensive records of incidents, solutions, and procedures while identifying trends to advocate for improvements.
- Assist users in comprehending software, hardware, and systems.
- Monitor and ensure the functionality of computer systems and networks for continuous operation.
- Install, configure, and update software applications as required.
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.
- Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical users. Manage expectations for all stakeholders as issues arise.
- Strong troubleshooting and problem-solving abilities to resolve issues efficiently.
- Patient, courteous, and customer-oriented approach to support requests from users with varying technical skills.
- Ability to manage multiple tasks and prioritize work based on urgency and impact.
- Consistently demonstrate 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 experience in a help desk or technical support role.
- 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 modern office environment.
- Remote work may be permitted at the manager's discretion for high-performing candidates with an approved remote work setup.
- 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.
