IT Support Desk Technician

Gold Star Mortgage Financial Group, Corporation•Ann Arbor, MI

6d•$18•Hybrid

About The Position

Gold Star Mortgage Financial Group is committed to excellence in the use of technology in the workplace. The IT Support Desk Technician is primarily responsible for providing support to all internal end users on a variety of IT-related issues. Individuals serving in this role will identify, research, and resolve technical problems.

Requirements

High School Diploma or equivalent required
At least one (1) year of experience in the field of Information Technology
General understanding of networking
Excellent customer service skills
Knowledge of computer hardware
Must be dependable with meeting deadlines and managing time
Have an ability to work independently on multiple files simultaneously
Possess strong oral and written communication skills

Nice To Haves

An Associate’s Degree or Vocational Certification in information technology field preferred
More than one (1) year of experience in the field of Information Technology or IT trouble shooting setting
At least one (1) year of experience in the mortgage industry
Experience with Windows 10/11
Experience with Microsoft Office 365 products
Experience with DNS servers
VMware, a plus

Responsibilities

Answer IT helpdesk tickets in a timely and professional manner
Perform remote troubleshooting through diagnostic techniques
Address incoming support phone calls and emails in a timely manner
Image new computers
Fix computer hardware issues
Provide accurate information on IT products or services
Add equipment to the inventory and keep all inventory up-to-date
Work with the Support Desk team and tier 2 to resolve problems
Identify and suggest possible process improvements within the department
Develop and implement internal policies and procedures to streamline the way request are handled
Analyze system reconfiguration needs based on the trends identified across request
Track and generate weekly statistical reports to analyze request trends to send to IT Manager
Oversee the development, implementation, and administration of the help desk teams training on policies and procedures
Audit the inventory tracking process to ensure accuracy on a monthly basis
Assist with the recruitment efforts needed within the Helpdesk
Complete other duties as assigned