IT Service Desk Specialist: Train & Empower Users

Union Home Mortgage Corp.; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

Union Home Mortgage Corp. is seeking an IT Service Desk Specialist to be the primary contact for technical support across offices. The role focuses on educating and training employees on applications and technology, handling incidents, and incident prioritization to minimize future support requests.

A strong emphasis is placed on customer service and clear documentation. The ideal candidate has at least 1 year in a help desk role, familiarity with LAN hardware/software, and solid communication

Qualifications

• 1+ year of experience in help desk or related IT field.
• Knowledge of LAN hardware/software, desktop devices, and end-user applications on mid-range systems, cloud and mobile devices.

Responsibilities

• Provides support through troubleshooting methodology.
• Addresses a full range of customer needs including troubleshooting, technical assistance, system usage support, password resets, etc.
• Documents each customer interaction in the ticketing system clearly and concisely.
• Trains customers to facilitate future self-service using technology.
• Researches and resolves customer calls requiring follow-up.
• Complies with documented processes and aims to meet service levels.
• Maintains accountability for incident prioritization and resolution.
• Monitors incidents to ensure timely resolution.
• Responds to initial phone calls in a fast-paced help desk environment.
• Provides insight and recommendations to improve efficiency and workflows.

Skills

Issue triage

Quick learner

Operating systems knowledge

Verbal and written communication

Team collaboration

Analytical thinking

IT fundamentals (telecommunications, E

Education

High school diploma or equivalent

Job description

Union Home Mortgage Corp. is seeking an IT Service Desk Specialist to be the primary contact for technical support across offices. The role focuses on educating and training employees on applications and technology, handling incidents, and incident prioritization to minimize future support requests.

A strong emphasis is placed on customer service and clear documentation. The ideal candidate has at least 1 year in a help desk role, familiarity with LAN hardware/software, and solid communication