Technical Support Specialist

2 months ago

Coppell, Texas, United States Two Harbors Investment Corp Full time

The role of the Desktop Support Engineer is crucial in ensuring the seamless operation of technical services within the Information Technology sector. This position is primarily focused on the effective delivery of services necessary for the installation, configuration, monitoring, support, and management of the systems at Two Harbors Investment Corp. The Desktop Support Engineer possesses a comprehensive understanding of the systems and technologies utilized within the organization, complemented by robust technical expertise. This individual is responsible for operational planning, configuration, and management of complex systems and services. While the primary focus is on hardware and operating system components, the candidate must also have a broader understanding of the business landscape and the applications running on the managed systems, leveraging this knowledge to enhance operational efficiencies and identify improvement opportunities.

Key Responsibilities

  • Conduct installation, configuration, maintenance, and upgrade activities for personal computer systems.
  • Diagnose and resolve PC system failures or issues.
  • Respond to inquiries in a professional manner, managing expectations effectively.
  • Provide implementation and production support as necessary.
  • Offer additional support across various technology domains, with an emphasis on core Windows technologies (including Active Directory, Distributed File System, SQL, Exchange, Azure, etc.).
  • Facilitate audio-visual conferences for team members.
  • Act as a technical resource during cross-team troubleshooting initiatives.
  • Engage in the assessment, selection, and installation of new hardware products and operating system versions.
  • Develop and maintain documentation related to system builds and configurations.
  • Ensure that all documentation is current and accurately reflects any changes.
  • Plan and manage system activities to optimize hardware and software availability and utilization.
  • Collaborate with on-site help desk personnel to ensure timely delivery of support services.
  • Oversee the efficient operation and management of PC systems.
  • Be available to work evenings and weekends for tasks such as Windows patching, infrastructure upgrades, and equipment relocation.
  • Ensure compliance with company standards and commitments.
Qualifications
  • Associate degree in a relevant field with a minimum of 2 years of technical support experience, or 4+ years of technical support experience in lieu of a degree, preferably in Financial Services or Mortgage Servicing.
  • Proficient in the deployment, repair, and maintenance of computer hardware, including workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.
  • Experienced in the deployment, repair, and maintenance of software such as the Microsoft Office Suite and Windows operating systems.
  • Familiar with general networking and client/server concepts, including SAN technology, VPN technologies, MDM Solutions, Microsoft System Center Configuration Manager, Cloud Solutions, Microsoft Windows Server, Active Directory, and Exchange Server.
About Two Harbors Investment Corp

Two Harbors Investment Corp is a prominent publicly traded residential mortgage real estate investment trust (mortgage REIT). Established in 2009, the company has grown significantly, focusing on understanding and managing interest rate and prepayment risk to invest in Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR). The objective is to deliver attractive risk-adjusted returns to stockholders while capitalizing on the strengths of the organization to add value for stakeholders through operational and cost efficiencies.

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