Desktop Support Technician II

Pennymac • Carrollton, TX

1d • $50,000 - $75,000 • Onsite

About The Position

The Desktop Support Technician will provide primary client support by taking calls, answering email, responding to tickets, answering support related questions, and/or performing desk-side support. As the Technician, you will serve as the centralized entry point and provide escalated troubleshooting for all technology related service requests as well as support for technical issues across the company.

Requirements

• Bachelor’s degree in computer science, business or related field preferred
• Working knowledge of networking concepts and protocols
• Intermediate knowledge of: Virtual/VDI environment within Pennymac Meraki console for mobile devices Pennymac’s remote device security tools (CrowdStrike, Sophos) Google suite usage, monitoring, break fix solutions Pennymac’s current AWS solutions

Responsibilities

• Prioritize daily workload and Help/Service Desk requests according to policy and procedure
• Create and update knowledge base documentation for step by step instructions
• Analyze customer calls and tickets to determine trends and/or recurring problems
• Build sustainable relationships with customers, coworkers and stakeholders through open lines of interactive communication
• Utilize and update Servicenow Knowledge Management system when troubleshooting customer issues
• Set client expectations when opening and assigning service tickets and ensure all request/services are executed on time and in accordance with the service level agreements set with business
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees