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Desktop Support Specialist

2 months ago

Rocklin, California, United States American Pacific Mortgage Full time
Job Summary

We are seeking a highly skilled Desktop Support Analyst to join our team at American Pacific Mortgage. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees, ensuring the smooth operation of our computer systems and networks.

Key Responsibilities
  • Monitor and respond to IT service requests, including hardware and software issues, network connectivity problems, and other technical concerns.
  • Provide remote and on-site support to employees, using various tools and technologies to troubleshoot and resolve issues.
  • Escalate complex issues to senior technical staff or external vendors as needed.
  • Administer and maintain our IT systems, including servers, networks, and telephony systems.
  • Track and document all work in our IT service management system, ensuring accurate and up-to-date records of all troubleshooting steps and follow-up details.
Requirements
  • 2+ years of experience in a Tier 1 IT Help Desk environment, supporting various operating systems and hardware platforms.
  • Strong technical skills, including knowledge of Microsoft Windows, Apple iOS, and Android devices.
  • Excellent communication and problem-solving skills, with the ability to work effectively with employees at all levels.
  • Ability to work collaboratively with internal engineering staff to resolve complex technical issues.
Preferred Qualifications
  • Microsoft Technology Associate (MTA) certification.
  • Apple Care Mac Technician (ACMT) certification.
  • CompTIA A+ certification.
  • HDI Customer Service Representative (HDI-CSR) certification.