Helpdesk Coordinator I

Nova Home Loans • Tucson, AZ

3d • Onsite

About The Position

The Helpdesk Coordinator I is an entry-level role responsible for coordinating and tracking incoming technical support requests. This position oversees ticket lifecycle management, including intake, triage, prioritization, and assignment, while monitoring service levels to ensure timely resolution and adherence to established SLAs. This is a fully on-site position, based at our Corporate office in Tucson, AZ

Requirements

• High school diploma or GED is required.
• At least one (1) year of relevant customer service experience is required.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills with the ability to interact professionally with end users.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Ability to manage, track, and prioritize multiple open tickets simultaneously.
• Fundamental knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Fundamental knowledge of PC hardware and software concepts.

Nice To Haves

• Experience with the Encompass Loan Origination System and/or the mortgage industry is a plus.

Responsibilities

• Provide front-line technical support to end users via telephone and ticketing system.
• Receive, assess, triage, and prioritize incoming support tickets in accordance with Helpdesk policies and procedures.
• Ensure tickets are complete, accurate, and contain all required documentation prior to assignment to technicians or support teams.
• Escalate tickets to management, third-party vendors, or other departments as appropriate.
• Assist with basic setup and onboarding of new users in accordance with established timelines and procedures.
• Support the creation and distribution of new hire welcome letters and related onboarding communications.
• Troubleshoot and triage basic hardware and software issues, including PCs, laptops, printers, network access, email, internet connectivity, password resets, and telephones.
• Accurately document time, actions taken, and resolution details within the ticketing system.
• Provide basic user training on computer systems and software applications, or direct users to approved self-help resources.
• Follow up with users and internal teams to confirm resolution and customer satisfaction as needed.
• Perform other related duties as assigned.

Benefits

• NOVA benefits to full time employees include Employee Discount, Paid Time Off, Health/Dental/Vision/Life/Disability Insurance, 401(k) with an employer match, Health Savings Account with employer contribution, and an Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED