What are the responsibilities and job description for the Help Desk Technician position at Thrive Mortgage?
POSITION OVERVIEW:
We are a national mortgage company looking for a dedicated and customer-service-minded helpdesk technician. The position is a full-time position, Monday-Friday, primarily supporting remote employees. Our IT Team prides itself in its reputation for professionalism and excellent customer service. We are in need of someone to serve as the first line of communication for users, triage incoming tickets, and begin the troubleshooting process for possible escalation to more senior technicians.
CORE RESPONSIBILITIES/REQUIREMENTS:
The core responsibilities of the position include, but are not limited to the following:
- Prompt, helpful, and polite responses to support requests via Web, email, and phone
- Answering incoming phone calls for the IT Team as the first point of contact
- Utilizing web-based ticketing system to respond to and update customers
- Troubleshooting a wide variety of email, operating system, software, browser, smartphone, printer, network, and other issues for end-users
- Hardware troubleshooting and parts replacement on laptops, desktops, VOIP phones, printers, etc.
- Experience with RMM Software, Office 365, and VoIP is a plus
- On-call availability for support on nights and weekends and a willingness to occasionally work after-hours as required to complete special projects
- Professional appearance, demeanor, and communication
EDUCATIONAL AND EXPERIENCE CRITERIA:
The employee should meet the following criteria:
- Desire a career in Information Technology
- Phenomenal work ethic
- Intrinsic motivation to develop yourself professionally
- Love helping others through great customer service
- Ability to work flexibly
- Excellent verbal and written communication skills
- Strong attention to detail
- Experience in Microsoft Office preferred (Teams, Word, Excel, PowerPoint and Outlook)
- A desire to become a certified A and Network Technician
WORKING ENVIRONMENT:
- Full time, 40 hours, work week
- Must adhere to an established work schedule
- In-office or remote
- Flexibility to work extended hours during peak business periods or to meet project deadlines
- Willingness and ability to travel to remote locations as needed