IT Support II

We are seeking an IT Support II, located in the Winter Park, FL area, to be the go-to resource for advanced technical support across our systems and teams. In this role, you’ll troubleshoot hardware and software issues, support Office 365 and Active Directory, assist with onboarding, and serve as an escalation point for complex IT needs. If you thrive on problem-solving, value excellent customer service, and want to grow your skills in a collaborative, forward-thinking company, this could be the position for you!

JOB DUTIES:

• Maintains how-to guides for systems; perform new employee onboarding orientation as scheduled
• Act as an escalation point for tier 1 support.
• Act as level II technical support for the following, but not limited to:
• Corporate and branch computer issues
• Mailflow issues
• Computer setup and installations
• Hardware and software troubleshooting
• Printer/Copier/Fax setup and troubleshooting
• General Mac OSX and software support
• IDP/SSO/MFA support
• Service/help desk responsibilities
• Recognize and escalate more difficult problems to the systems engineer or management
• Adhere to defined SLA’s for tickets that come through the ticketing platform
• Responsible for Zoom Phone setup
• Set-up, removal and modification of end users
• Maintain Office 365 as well as Active Directory
• User email troubleshooting
• Advanced group creation
• Advanced mailbox properties
• Mobile Device Management/MDM
• Assist with vulnerability remediation, where and when applicable as it relates to equipment and in conjunction with the IT Security Manager.

ADDITIONAL DUTIES: 

• Support of regional branches and satellites.  Occasional travel required.
• Completes any additional duties assigned by manager, supervisor or lead.
• Maintains a focus on enhancing customer service skills and knowledge.
• Assist WMC employees and departments as necessary.
• Adherence to strict security and confidentiality across all disciplines.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB REQUIREMNETS: Travel within FL and the East Coast as necessary and the ability to work onsite at the Winter Park office 3 days per week is required.  Must be within reasonable driving distance of the Winter Park office.

EDUCATION and/or EXPERIENCE: Bachelor’s Degree in IT related field or associate’s degree with 2-3 years Level II IT experience.

COMPUTER SKILLS: Intermediate knowledge of all Office 365 / Adobe products.  Intermediate knowledge of Windows 10/11.  Intermediate to expert in office hardware, including but not limited to laptops, desktops, docking stations, monitors, copiers and more. Mac OS knowledge is preferred but not required.  General to intermediate networking knowledge.

Individuals in this position shall not engage in loan origination during the course of his/her employment with WMC.  Loan origination is defined as (1) taking a residential mortgage loan application; or (2) offering or negotiating terms of a residential mortgage loan for compensation or gain; (3) advertising or communicating to the public that you can perform loan origination services.  Please see the Loan Originator Compensation Policy for more details on the definition of loan origination.