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Technical Support Specialist
2 months ago
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 installations and configurations for a diverse user base.
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 industry experience, PHOENIX has overseen transactions exceeding $800 billion in MSR since 2013, offering analytic solutions to many of the leading banks and mortgage servicers. Our diverse business lines deliver high-touch advisory services and analytics for mortgage servicing rights and whole loans, alongside comprehensive oversight and quality control in mortgage servicing. Our team is dedicated to understanding client objectives, leveraging market intelligence, and providing outstanding customer service to cultivate 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 staff.
- Identify, prioritize, and resolve technical issues related to computer systems, hardware/software, and networks.
- Document all support interactions, prioritize incidents based on urgency and impact, and escalate issues when necessary. Maintain comprehensive records of incidents, solutions, and procedures while identifying trends to advocate for improvements.
- Assist users in navigating software, hardware, and systems effectively.
- Continuously monitor 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.
- Exceptional attention to detail.
- Strong verbal and written communication skills, with the ability to convey technical concepts to non-technical users. Set and manage expectations for stakeholders as issues arise.
- Effective troubleshooting and problem-solving skills to address issues efficiently.
- A patient, courteous, and customer-centric approach to support requests from users with varying technical expertise.
- Ability to juggle multiple tasks and prioritize 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 technologies.
- 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 transport heavy equipment.
- Occasional on-call and after-hours work may be required.
Details:
- Work onsite with a dynamic team in a collaborative 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, and a 401(k) plan with discretionary employer matching.
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.
