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IT Support Analyst

2 months ago

Denver, Colorado, United States PHOENIX Full time

JOB TITLE: IT Support Analyst

DEPARTMENT/COMPANY: Shared Services - IT

REPORTS TO: TBD

FLSA STATUS: Exempt

TYPE (Full-time/Part-time/Contractor): Full-time

Position Overview:

The IT Support Analyst plays a crucial role in delivering exceptional customer service and technical assistance. This position involves troubleshooting technical issues, managing support tickets, providing user training, monitoring systems, and assisting with software installation and configuration for a diverse group of users.

Company Overview:

PHOENIX stands as a premier advisor and expert in trading, analytics, and operational support services tailored for the mortgage banking and financial services industry. With over two decades of experience, PHOENIX has effectively managed substantial transactions and delivered analytic solutions to leading banks and mortgage servicers. Our diverse business lines encompass high-touch trading advisory, valuations, analytics for mortgage servicing rights, and comprehensive oversight services. Our dedicated team combines deep industry knowledge with a commitment to customer service, fostering strong relationships across the sector.

Key Responsibilities:

  • Deliver prompt and accurate technical support through various channels (in-person, phone, email, chat) for both onsite and remote colleagues.
  • Identify, 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 necessary. Maintain thorough records of incidents, solutions, and procedures while noting trends for system/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:

  • Proficient understanding of computer systems, networks, and related technologies. Familiarity with operating systems (Windows, macOS, Linux) and common software applications.
  • Strong attention to detail and organizational skills.
  • Excellent verbal and written communication abilities, capable of conveying technical concepts to non-technical users. Effectively set and manage expectations for stakeholders as issues arise.
  • Demonstrated troubleshooting and problem-solving skills to address issues efficiently.
  • Patient, courteous, and customer-oriented approach to handling support requests from users with varying technical skills.
  • 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 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 collaborative 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 dedicated to equal employment principles and will provide reasonable accommodations to all qualified individuals to perform the essential functions of their job position, ensuring no undue hardship on the company.