Desktop Support Technician II
About The Position
Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. A Typical Day 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Credit Intermediation and Related Activities
Number of Employees
1,001-5,000 employees
