Service Desk Technician Tier 2

New American Funding; Tustin (CA); Hybrid; Full time

Job summary

An established industry player is seeking a Service Desk Technician to provide exceptional technical support to internal customers. In this pivotal role, you'll assist with troubleshooting, installation, and maintenance of computer systems and equipment, ensuring that all employees have the necessary tools to perform their jobs effectively. Your expertise will help maintain a high level of customer service while managing service desk requests efficiently. Join a dynamic team where your contributions will make a real difference in enhancing productivity and operational efficiency. If you are passionate about technology and enjoy helping others, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in Help Desk Support or IT-related field.
• Ability to troubleshoot various operating systems and applications.

Responsibilities

• Provide technical support to internal customers and coworkers.
• Install, troubleshoot, and repair computer systems and printers.
• Monitor and manage the service desk ticket queue.

Skills

Troubleshooting

Customer Service

Operating Systems (Windows 7, 10)

SQL Databases

Office 365

Help Desk Support

Education

Bachelor’s Degree in IT

Tools

Ticketing System

Job description

The Service Desk technician is responsible for providing internal customers and coworkers with technical support, remotely and/or on-site so that they can complete core and essential duties of their roles with functional, required equipment. One should be able to explain features of a product, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures, and escalate complex problems when required. Providing a high level of professionalism and day-to-day customer service, the Service Desk technician will interact with employees in all positions both on-site and at satellite offices.

Salary Range up to $32/hr

Location: Tustin, CA (On-site 2 days a week/hybrid)

Responsibilities

• Assist internal customers and coworkers and provide a high level of customer service when providing support as it relates to responding to service desk requests
• Install, troubleshoot, and repair computer systems, printers, and additional equipment located on-site and in satellite offices
• Upgrade and support branch and corporate applications
• Determine when to escalate an issue to the next level required
• Maintain knowledge of current and new technologies, and research problems and related products required for assistance when necessary
• Act as the subject matter expert on applications, hardware, and process support
• Constantly monitor and manage the service desk ticket queue and respond to requests in a timely fashion
• Set up and take down equipment from employees' workstations including PC’s, laptops, monitors and related components
• Travel to local off-site branch locations may be required every so often
• Other duties may be assigned

Qualifications

• Ability to troubleshoot issues that may be impacting the productivity of all NAF employees
• Demonstrated experience supporting and troubleshooting multiple versions of Operating Systems (i.e., Windows 7, 10), Databases (SQL), Windows Services, Web Services, PC Peripherals, printer/scanner connectivity, including but not limited to Office 365
• Must be able to physically set up workstations for new employees including new PC’s, laptops, monitors and related components (i.e., keyboards, mouse, docking stations, headsets, webcam, etc.)
• Prior experience working with a ticketing system or helpdesk/service desk request call queue

Desired Education/Experience:

• Bachelor’s Degree (B.A. or B.S.) in IT or IT-related field
• 2+ years working in Help Desk Support or IT-related field

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift to fifty pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

About the company

New American Funding is a direct mortgage lender offering an array of mortgage loan options including purchase, refinance, and first time home buyer loans.