Helpdesk Technician

Lakeview Loan Servicing•Agoura Hills, CA

4d•Hybrid

About The Position

Lakeview is seeking a dedicated and tech-savvy Helpdesk Technician to join our dynamic team. In this role, you will play a key part in providing exceptional technical support to employees and helping ensure smooth day-to-day operations across the organization. We are ideally looking for someone located in the Pacific Time Zone who can work 9:00 a.m. to 6:00 p.m. PT. The hourly pay range for this position is $24.00 to $28.00 per hour. This role can be based hybrid out of our Agoura Hills, CA office for candidates in the area, or fully remote for the right person.

Requirements

2+ years of experience in technical support or customer service.
Strong understanding of IT systems and troubleshooting techniques.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Strong problem-solving and analytical skills.
Proficiency in using JSM or similar ticketing systems.
Availability to work a rotating weekend shift.

Nice To Haves

Ability to prioritize tasks and manage multiple responsibilities effectively
Customer-focused mindset with a commitment to providing exceptional service
Strong attention to detail and accuracy
Ability to adapt to changing priorities and learn new technologies quickly
Ability to work under pressure and meet deadlines
Knowledge of networking and security concepts
Experience with a variety of hardware and software platforms
Experience with common operating systems (e.g., Windows, MacOS)

Responsibilities

Provide exceptional customer service by promptly answering inbound calls, resolving user issues through first-level troubleshooting, and managing Jira Service Management (JSM) tickets.
Prioritize support requests based on impact and urgency, ensuring timely and effective resolution.
Adhere to established service level agreements (SLAs) and document and track issues for resolution in JSM.
Identify users and perform in-depth troubleshooting for various applications and systems.
Triage complex tickets to higher-level IT support when necessary, ensuring seamless escalation and resolution.
Proactively identify potential service interruptions or system outages, taking preventative measures to minimize downtime.
Actively participate in IT projects and initiatives, providing technical expertise and support as needed.
Handle user access provisioning and account administration requests efficiently and accurately.
Provide reliable weekend support coverage on rotation, including voicemail and ticket queue management.
Collaborate with training new Helpdesk agents, ensuring their knowledge and skills align with established procedures.
Continuously analyze and improve Helpdesk processes and procedures to enhance efficiency and customer satisfaction.
Collaborate with identifying opportunities for automation or streamlining of tasks to reduce manual effort and increase productivity.
Collaborate with other IT teams to develop and implement best practices for incident management and problem resolution.