IT Service Desk Specialist

Union Home Mortgage; Houston (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

Union Home Mortgage is seeking an IT Service Desk Specialist in Houston, TX to be the primary contact for technical support. You will provide support, educate, and train employees on technology.

The ideal candidate will have a high school diploma and at least one year of experience in help desk roles. Skills in troubleshooting and knowledge of various operating systems are required. This full-time position may require work during holidays and weekends.

Qualifications

• 1+ year of experience in help desk or related IT field.
• 1+ year experience in field requiring customer service skills.
• Familiarity with troubleshooting LAN hardware/software and end-user applications.

Responsibilities

• Provides support through troubleshooting methodology.
• Address a full range of customer needs including troubleshooting.
• Document each customer interaction in the ticketing system.
• Train customers to facilitate self-service with technology.
• Research and resolve customer calls requiring follow-up.
• Maintain accountability for incident prioritization and resolution.
• Monitor assigned incidents to ensure timely resolution.

Skills

Ability to triage technical issues efficiently and effectively

Quick to learn new technologies and applications

Knowledge in relevant operating systems, languages, and environments

Great verbal and written communication skills

Positive working attitude

Strong analytical skills

Knowledge of current information technologies

Ability to manage time and adapt to changes in workflow

Education

High school diploma or equivalent

Job description

Job Details: Job Location: Houston, TX 77034; Position Type: Full Time; Job Category: Information Technology.

The IT Service Desk Specialist is the primary contact for all external offices regarding technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.

The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person, in writing, or over the phone while sitting at a desk for long periods of time.

DUTIES & RESPONSIBILITIES

• Provides support through astute troubleshooting methodology
• Address a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.
• Document each customer interaction in the ticketing system in a clear, concise, and understandable format
• Train customers to facilitate the future state of self-service, utilizing technology
• Research and resolve customer calls that require follow-up
• Complies with documented processes and works towards meeting expected service levels
• Maintain accountability for incident prioritization and resolution
• Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels
• Respond to initial phone calls in a fast paced, help desk environment
• Provide insight and recommendations to improve efficiency and workflows

Qualifications

Education & Experience

• High school diploma or equivalent
• 1+ year of experience in help desk or related IT field
• 1+ year of experience in field requiring customer service skills
• Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices

Skills Required

• Ability to triage technical issues efficiently and effectively
• Quick to learn new technologies and applications
• Knowledge in relevant operating systems, languages, and environments
• Great verbal and written communication skills
• Positive working attitude, contributing as an individual and team member to accomplish goals
• Strong analytical skills, decisiveness, and sound judgment
• Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers
• Willing and able to work occasional holidays, weekends, and evenings
• Ability to manage time and adapt to changes in workflow

This employer participates in E‑Verify. If hired, the employer will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.