Desktop Support Technician II

POSITION SUMMARY

The Desktop Support Technician II is an end-user support professional that provides expertise and client support in maintaining specific products used in the technical support and user infrastructure.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate.
• Supports and maintains the end user environment. This may include configuring new hardware, reviewing, and addressing virus alerts, installing, and troubleshooting software including patches, and performing tests.
• Provides direct support to users for supported hardware, software, and devices. This includes restoring service, providing user training, coordinating warranty repairs through third-party vendors as appropriate, and supporting special events (on-site).
• Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software and wipes data prior to destruction or reissue.
• Documents, maintains, and recommends enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
• Performs facility moves under guidance.
• Ensures compliance with relevant policies and regulations and escalates any concerns as appropriate.
• Choosing effectively from among many different procedures or approaches in order to implement a solution.
• Troubleshooting user problems requiring a working understanding of the end user environment and a basic understanding of inter-related technologies. Can problem-solve most standard end user problems.
• Maintaining composure and a professional manner at all times, including in stressful situations with clients.
• Courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
• Probes clients effectively to determine the actual nature or underlying cause of a user problem.
• Strong orientation towards client service.
• Selects appropriate work procedures or approaches to address and/or escalate problems.
• Sets own priorities based on established service level agreements.
• May provide assistance to more junior team members.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High school diploma or equivalent, required.
• Bachelor’s degree or equivalent preferred.
• 2-4 years’ relevant experience in a technical support role.

Skills, Abilities, and Knowledge

• Possesses working knowledge of standard end user hardware and software and is able to address most issues by following established procedures.
• Builds expertise in standard end user hardware and software and the ability to resolve client issues.
• Has a basic understanding of network connectivity and infrastructure.
• Gaining an understanding of Newrez specific applications and technologies.
• Possesses a general understanding of Newrez's services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
• Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress.
• Comfortable in an ongoing dialogue with clients that may at times be vague, confusing and/or stressful.
• Understands the technology organization and where and when to escalate client or operational problems.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information:While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.Company Benefits:Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave

• Pet insurance

• Adoption Assistance

• Tuition reimbursement

• Employee Loan Program

• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

Newrez NOW:

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more

• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions