IT Help Desk I

Lenderworks•Merrifield, VA

66d•Onsite

About The Position

You are our competitive advantage. Our team of innovators and seasoned professionals fosters an environment where our teammates and our clients can thrive. Since 2011, our innovative structure and unique market positioning has offered personal and professional development opportunities that are unrivaled in the industry. Whether you are just launching your career or are looking to enhance your experience, your future begins at Lenderworks®. Lenderworks’ mortgage services platform encompasses the areas of Secondary Marketing, Post Closing, Servicing, Compliance, Quality Control, Finance/Accounting, IT, Solutions Development and Business Systems. Lenderworks is currently seeking a Help Desk Technician, located within a commutable distance to a Fairfax, VA office. Your primary focus will be providing end-user troubleshooting and support to both internal and external users.

Requirements

2 years' experience in corporate IT
This position is mission essential and may require occasional night and weekend work. Participation in a rotating on call schedule is required (1 week, every 8 weeks)
Knowledge of computer and/or network security systems, and security concepts
Ability to install, configure and maintain personal computers, networks, and related hardware and software
Exceptional troubleshooting skills
Strong written and oral communication skills
Strong customer service
Reliable personal transportation

Nice To Haves

Associates or Bachelor's degree in Information Technology related field
IT Certifications (e.g. A+, Security+, Network+, Microsoft 365 fundamentals)
Self-starter with excellent analytical and problem-solving skills, flexibility, good judgment, and the ability to coordinate multiple, concurrent tasks in an effective manner
Ability to learn and support new systems and applications
Familiarity with the following applications and operating systems preferred:
Office 365
Active Directory
Microsoft Intune/Autopilot
Ticketing System (Spiceworks, ConnectWise, ZenDesk, etc)
Remote Connectivity tools (LogMeIn, GoToAssist, ScreenConnect)
Encompass 360/Encompass LOS
Help desk: 1 year (Preferred)
Customer Service: 1 year (Preferred)
Office 365: 1 year (Preferred)
Windows 10: 1 year (Preferred)

Responsibilities

Provide front line technical support for all technical user requests through email, phone and in person
Respond to basic IT requests such as password resets, peripheral configurations, desktop/laptop/iPad/iPhone configurations, software installations, and hardware repair
Support common enterprise software solutions including Microsoft Office 365 and Adobe suite
Onboarding, including account creation, equipment provisioning, and new user training/onboarding meetings essential for the new employee to get started in their role
Image hardware for new and existing users
Maintain hardware inventory and stockroom
Hardware decommissioning, repairs, and maintenance
Identify reoccurring and/or advanced issues and direct them to the appropriate department for resolution
Guide users through complex steps to resolve issues in a friendly and polite manner
Maintain detailed notes and documentation
Support and perform basic troubleshooting of Encompass, a mortgage management solution by Ellie Mae