IT Service Technician

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.Position SummaryThe IT Service Technician plays an important role in the organization by performing a number of tasks related to the company’s Information Technology functions. The role is responsible, under general direction, for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software. The role will assist staff with the set-up and technical support of desktop computers, applications and related technology. Support may include, but is not limited to, specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.CompensationThis role is a non-exempt position with a targeted salary range of $21.44/hour to $29.55/hour.Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.Essential FunctionsAnswer incoming queue calls and voicemail messages, using department procedures, as requested or scheduled.Utilize the IT Service Desk electronic ticketing system Samanage, according to department procedures for the opening, closing, resolution, escalation, and tracking all user requests.Follow established escalation procedures for situations which require an IT Service Desk Manager and IT Service Desk Supervisor assistance and oversight.Configure and troubleshoot Windows 7, Windows 10 in a Microsoft network environment on both desktop and laptop computers.Provide first-line support and resolution of all data/voice system problems and requests.Resolve at least 70% - 80% of all calls received, coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone.Interact and collaborate with regional and IT Service Desk staff regarding requests, problems, updates, and resolutions.Manage scheduling, dispatching of regional staff and vendors where onsite support, as needed.Assist staff with the set-up, installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.Work with IT Service Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.Interact with numerous computer platforms in a multiple-layered client server environment.Train and orient staff on the use of hardware, software and changes to procedures.Recommend and/or performs upgrades on systems to ensure longevity.Install and configure copiers, printers, and other peripheral devices.Complete new hire requests for PC hardware by imaging, processing inventory, packaging, and shipping items.Perform other duties as assigned.QualificationsHigh School Diploma or equivalent, required.Associate's Degree directly related to the position or equivalent, preferred.Associate’s Degree from a technical school, or similar technical trainingMinimum two years experience total in helpdesk related role(s) required.Passionate about delivering excellence customer service within a team environment.Advanced user-level hardware and software skills in a Microsoft environment. Windows 7,10 and Microsoft Office Suite.Strong working knowledge of networking printers, copiers, scanners, iPads, iPhones, Andriod phones, etc.Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.History of working with help desk ticketing systems, issue tracking, assignment and finding resolution in a timely manner.Ability to write and maintain knowledgebase articles, notes and best practices.Strong problem solving skills.IBM Big Fix, PC imaging, Sonicwall firewall, VOIP and CISCO switching experience a plus.Excellent verbal and communication skills required.May be required to work on-site when needed and willing to travel with the specified area or location.Excellent verbal and written communication skills required.Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.Commitment to company values.Customer Service - Proactive attention to each person.Integrity - Do and say what's right.Respect - Treat others with dignity.Collaboration - Listen and work together.Learning - Seek knowledge and strive for improvement.Excellence – Deliver the unexpected.SupervisionJob Scope: Responsible for understanding the department/area goals and how own job contributes to achievement of these goalsComplexity: Problem solving involves evaluating and selecting from established practices and standards; Decisions and actions related to the budget must be referred to the supervisor/budget managerImpact: Decisions and actions impact the results of own work teamInteraction/Supervision: Work is monitored under general supervision of supervisor and by following established, specific procedures described by supervisor; May act as a guide to less experienced staff in similar role and/or student employees; generally does not have formal responsibility for overseeing others.RequirementsWork is primarily sedentary; mobility in an office setting.Frequent use of computer keyboard and mouse.Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.Office environment – moderate noise, no substantial exposure to adverse environmental conditions.Travel 10-20%Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.Work is primarily performed during the business week, Monday - Friday.Guild Mortgage Company is an Equal Opportunity Employer.REQ#: ITSER018013