Desktop Support Technician I

Newrez•Houston, TX

19h•Onsite

About The Position

The Desktop Support Technician I is an entry-level end-user support technician that provides direct client support. This role performs remote and/or on-site assistance. The Desktop Support Technician I evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate. Supports and maintains the end-user environment. This may include configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests. Provides direct support to users for supported hardware, software, and devices. This includes restoring service, providing user training, coordinating warranty repairs through third-party vendors as appropriate, and supporting special events (on-site). Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software and wipes data prior to destruction or reissue. Documents, maintains, and recommends enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution. Performs facility moves under guidance. Ensures compliance with relevant policies and regulations and escalates any concerns as appropriate. This role requires choosing effectively from among many different procedures or approaches in order to implement a solution. Troubleshooting user problems requires a working understanding of the end-user environment and a basic understanding of inter-related technologies. The technician can problem-solve most standard end-user problems. Maintaining composure and a professional manner at all times, including in stressful situations with clients, is essential. The role requires being courteous and tactful at all times with clients and IT colleagues, diffusing problem situations effectively, and always being seen by clients as professional and helpful. Probing clients effectively to determine the actual nature or underlying cause of a user problem is key. A strong orientation towards client service is necessary. The technician operates effectively as part of a larger team and manages their own work. They may be accountable to resolve a task or assignment as part of a larger initiative or project. Receives general direction, and work in progress is reviewed routinely. Selects appropriate work procedures or approaches to address and/or escalate problems. Ability to effectively and accurately convey information to others is required. Performs related duties as assigned by management.

Requirements

High school diploma or equivalent, required.
1-2 years of relevant experience in a technical support role ( “hands on” internship experience may be considered).
Possesses working knowledge of standard end user hardware and software and is able to address most issues by following established procedures.
Has a basic understanding of network connectivity and infrastructure.
Possesses a general understanding of basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress.
Comfortable in an ongoing dialogue with clients that may at times be vague, confusing and/or stressful.
Understands the technology organization and where and when to escalate client or operational problems.
Smart phone that meets Company security standards with the ability to install apps such as Microsoft Authenticator.

Nice To Haves

Bachelor’s degree or equivalent preferred.
Builds expertise in standard end user hardware and software and the ability to resolve client issues.
Gaining an understanding of Newrez specific applications and technologies.

Responsibilities

Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate.
Supports and maintains the end user environment, including configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests.
Provides direct support to users for supported hardware, software, and devices, including restoring service, providing user training, coordinating warranty repairs through third-party vendors, and supporting special events.
Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers).
Installs and maintains related software and wipes data prior to destruction or reissue.
Documents, maintains, and recommends enhancements to work processes and standards, including documenting procedures for troubleshooting and incident resolution/solution.
Performs facility moves under guidance.
Ensures compliance with relevant policies and regulations and escalates any concerns as appropriate.
Chooses effectively from among many different procedures or approaches in order to implement a solution.
Troubleshoots user problems requiring a working understanding of the end user environment and a basic understanding of inter-related technologies.
Problem-solves most standard end user problems.
Maintains composure and a professional manner at all times, including in stressful situations with clients.
Is courteous and tactful at all times with clients and IT colleagues.
Diffuses problem situations effectively.
Is always seen by clients as professional and helpful.
Probes clients effectively to determine the actual nature or underlying cause of a user problem.
Operates effectively as part of a larger team and manages own work.
May be accountable to resolve a task or assignment as part of a larger initiative or project.
Selects appropriate work procedures or approaches to address and/or escalate problems.
Effectively and accurately conveys information to others.
Performs related duties as assigned by management.