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IT Help Desk Specialist

Company: Benchmark Mortgage
Location: Plano
Posted on: January 13, 2022

Job Description:

DescriptionPosition Overview:Remaining adaptable and innovative are two pillars of Benchmark's Dynamic core value. The IT Help Desk Specialist will embody both of these characteristics in the daily responsibilities of providing technical assistance and support related to computer systems, hardware, and/or software. This position responds to support requests, runs diagnostic programs, isolates problems, and determines and implements resolutions for corporate and branch users. Ideal candidates for this position have a strong service-oriented mindset, high level of problem-solving abilities, broad technical expertise, and ability to prioritize in a dynamic work environment. Essential Functions of the Role: Serve as the first point of contact for end users seeking technical assistance. Escalate issues to the next level of support according to support processes. Collaborate with team members to manage IT issues users are experiencing. Own assigned issues from assignment to resolution. Perform in-person and remote troubleshooting through diagnostic techniques. Recommend the best solution based on the details provided by end users and data identified during troubleshooting efforts. Ability to frequently re-prioritize active pipeline of support issues based on active support tickets. Institutionalize the steps to resolve common issues by documenting reusable support procedures. Track all end-user and inter-departmental tasks using the help desk ticketing system. Create end-user accounts in specified systems and communicate credentials when applicable. Disable end-user accounts in specified systems and communicate successful completion to appropriate parties. Monitor end-point protection and monitoring technology to ensure all devices are connected, protected and up to date. Monitor and update equipment inventory. Other duties as assigned.Essential Knowledge/Skills/Abilities: Proven ability to prioritize and multi-task Solid time management skills Ability to work across organizational boundaries Ability to analyze a problem and apply problem-solving skills to resolve the issue Proven customer service and communication skills Working knowledge of ticketing systems Proficient with Microsoft Technology, including Office 365, Office Suite and Windows operating systemsExperience Requirements: Two years of Information Technology (IT) Help Desk experience required. Working knowledge of Office 365 and Windows server/network administration required. Experience with Zendesk preferred. Education/Licensing Requirements: Associate's degree in computer science or equivalent experience requiredWorking Conditions: Collaborative team environment. Requires normal vision (corrected) both close and distant. Requires normal hearing levels (corrected). Requires working at a desk to use a phone and computer for extended periods of time. Requires sitting, bending. Works effectively with frequent interruptions. Lifting requirements of 25 lbs. occasionally. Casual dress code.Along with a great culture and competitive pay, at Benchmark our full-time employees are eligible for additional benefits including:Medical, dental, and vision insuranceGenerous paid time off7 paid holidays and an additional floating holidayShort-term and long-term disability401k with a Company matchCompany-provided life insuranceAND MORE!

Keywords: Benchmark Mortgage, Plano , IT Help Desk Specialist, Other , Plano, Texas

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