It Support Specialist | Remote

Who We Need:

The IT Support Specialist I will be responsible for providing a world-class phone and chat support experience, playing a key role in ensuring the highest level of support is provided to our internal customers on information technology-related issues. The ideal candidate will possess a minimum background of 2 years or equivalent certifications in the Information Technology field. We are currently looking for an energetic, hardworking, and knowledgeable team member that will fit into our Team Collaborative environment for the position of IT Support Specialist.

What You Will Do:

• Chat and Phone-based Support to assist our internal employees with Information Technology related issues
• Management of user accounts, security and distribution groups as needed
• Work with our Support II/SME roles on escalation path for dealing with level II tickets
• Provide admin assistance as requested for internal systems and credential management for third party vendors.
• Keep Support Team manager informed of user-related support requests as needed
• Upholds ethics with relation to software provision and licensing
• Configure Email connectivity and application installations as needed
• Ability to exercise discretion on sensitive or confidential internal matters
• Create and configure user accounts for new users, and disabling/pruning old accounts as needed
• Extended and weekend work hours may be required
• Employ best security methods and practices to protect company data and borrower PII.
• Ability to work in a team-oriented environment where we collaborate with our other team members for cross training and continuing documentation of our processes.
• Provide detailed ticketing to document the scope of work that has been completed that will assist other departments if ticket is escalated or transferred.
• Maintain confidentiality between other service-oriented departments (HR)
• Assist users with their smart devices (phones, tablets) to obtain email as requested
• Ability to translate technical information in non-technical terms for verbal and written communication

What You Need:

• Ability to work independently and unsupervised daily
• Cloud-based portal management (Google, Office 365, etc.)
• End-User Service and Support
• Desktop, Laptop, and corresponding hardware (Dell, HP, IBM, Lenovo, etc.)
• At Least 1-2 years of experience and key knowledge of the following:
• Customer service delivery
• OS support including, but not limited to MS Win10 and Mac
• Certificates preferred: Google Admin Cert, A++, CCENT, Network+, Security+

What We Offer:

• 401K w/ 50% match - Beginning the 1st of the month following 30 days of employment
• Great compensation package
• A commitment to be a relevant market leader - we are aiming for the top!
• Full Benefits, beginning the first day of the month following your start date, including Medical, Dental, Vision, Life, Disability Insurance, and much more
• An empowered culture where your ideas are important and your voice matters
• Opportunity for career growth
• Octane, our engineered proprietary technology that is transforming the mortgage industry
• Generous paid time off package that also includes all major holidays
• Strength, Stability, and Vision