IT Support Specialist

POSITION SUMMARY

Responsible for end user support, PC configurations, network troubleshooting for on-site and remote locations.

ESSENTIAL JOB FUNCTIONS

• Clear and professional communications with management and the user community, including service status updates, escalations, and SLA reporting – extremely important
• Own and administer the Helpdesk ticketing system, ensuring accurate ticket intake, prioritization, documentation, and resolution in alignment with MIG Helpdesk standards
• Ensure helpdesk tickets meet defined SLA response and resolution targets through proactive queue management and escalation
• Provide functional oversight of the Helpdesk ticketing system, serving as the primary point of contact
• Ensure teammates are following all Helpdesk standards
• Monitor helpdesk performance metrics and trends, identifying opportunities for process improvement and increased service quality
• Ensure consistent adherence to MIG Helpdesk standards, workflows, and support procedures across all tickets
• Other duties as assigned which may include process documentation, reporting, training, scripting, or minimal travel

JOB SPECIFICATIONS

Minimum Education: 2-year degree in Computer Science or Related Degree or relevant experience

Minimum Knowledge:  

• Excellent interpersonal, oral and written communication skills, strong organizational skills, follow-up skills, problem-solving and analytical skills
• Proficiency in Microsoft Office (particularly Excel & Word) and the ability to learn and work with various Mortgage computerized applications
• Ability to lift PCs, Servers, etc. as necessary
• Ability to prioritize and perform constantly changing multiple tasks in a very fast-paced environment
• Ability to relate and communicate in a professional manner with all levels of management, internal and external contacts
• Ability to work independently with little or no supervision, self-discipline, self-motivation and self-reliance a plus
• Ability to work with technical and non-technical users

Minimum Experience:  

• Minimum of 2 years experience in supporting desktops and related Microsoft operating systems
• Mortgage industry experience a plus
• Computer related certifications such as A+, MCP, or similar a plus

PHYSICAL REQUIREMENTS

Ability to lift PCs, Servers, etc. as necessary. Must be able to navigate throughout the building. Must be able to hear and communicate well. Must have good eye-hand coordination and finger movement for use in computer software programs. Must be able to lift approximately 20 pound boxes holding supplies, etc.

ADDITIONAL INFORMATION

Notice: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.