Help Desk Technician I

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Join us as we continue to grow and expand our business to the Non-Delegated Correspondent Channel!

Job Title: Help Desk Technician I 

Department: Information Technology  

Reports To: CIO 

PRIMARY FUNCTIONS: The primary responsibility of the HomeXpress IT Help Desk Technician I is to provide end-user support connected with employee onboarding and resolution of hardware and software issues. Applicants must have excellent communications, customer service, and technical skills. 

This role will interact with end-users to provide and maintain the technology they use to perform their jobs effectively. To achieve excellence in support, the IT Help Desk Technician must resolve problems quickly and communicate clearly. Close attention to detail combined with innovative thinking are important qualities for success in this position. 

This is also a growth opportunity for the right individual with the opportunity to work with the Microsoft suite of tools, networks, and SaaS applications as well as help with Cyber Security. 

You will be working with everyone from the executives and vendors to end users and customers, so presence, knowledge, and fit are key to be successful in this role. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Provide end-user support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy. 

• Determine the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with IT staff as necessary. 

• Record customer and problem information in the Ticketing System. 

• Resolve Level 1 issues and elevate complex and high priority problems appropriately. 

• Install hardware and peripheral components like disk drives, printers, keyboards and monitors 

• Load software packages such as operating system and office applications 

• Customize and adapt current programs to satisfy users’ needs 

• Coordinate with network services and information system groups 

• Install, repair, and conduct preventive maintenance of personal computer by providing technical support 

• Troubleshoot computer hardware, software, telephone, and network issues. 

• Install/image desktop Windows operation systems and various software. 

• Map network printers and drives. 

• Configure Microsoft Office and other software titles specific to user roles. 

• Manage equipment and software inventory lists. 

• Interact with vendors to resolve and maintain 3rd party services. 

DESIRED PERSONAL CHARACTERISTICS: 

• Self-Starter with positive “Can-Do” attitude. 

• Able to handle sensitive information on a confidential basis. 

• Works well under pressure and relishes the responsibility that comes with the position. 

• Able to be a problem solver with the ability to communicate well both externally and internally. 

• A constant learner that embraces change and innovation. 

JOB REQUIREMENTS: 

• Exceptional verbal and written communication skills. 

• Ability to troubleshoot complex issues in person or over the phone. 

• Ability to work independently and in a team setting. 

• Ticket and SLA management 

• Understanding of Windows security permissions. 

• Understanding of Windows maintenance techniques. 

EDUCATION: 

• High school diploma or general education experience (GED) required. 

EXPERIENCE: 

• Experience with Windows 10/11 Pro. 

• Experience with Office 365 and the suite of Office applications. 

• Experience with Helpdesk ticketing systems. 

• Ability to manage projects and incidents. 

• Strong customer service skills. 

PHYSICAL REQUIREMENTS: 

• This position is in an office setting with computer and general office equipment. The position requires the ability to move freely around within the department and other department locations. 

All your information will be kept confidential according to EEO guidelines.