IT Support Technician Application & End-User Support

PulteGroup • Denver, CO

1d • Hybrid

About The Position

The IT Support Technician – Application & End‑User Support is responsible for the daily operations of the Technical Assistance Center and the timely resolution of all problem calls. The role is responsible for the application support needs of the business as well as installing, configuring, troubleshooting, and maintaining Microsoft Windows based desktop and notebook computers, printers, mobile devices and other associated peripherals, including (but not limited to) removable media and A/V equipment. This role works independently while aligning to established direction and priorities. This role supports two primary functions within the Technical Assistance Center (TAC): end‑user technical support (devices, access, general IT issues) and business application support (helping users complete work within core business systems and resolving application‑specific issues).

Requirements

• Minimum High School Diploma or equivalent
• 2+ years of customer service experience in an IT or technical support role.
• Effective verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Solid analytical and troubleshooting skills, with the ability to prioritize and resolve issues efficiently.
• Ability to manage multiple requests in a fast‑paced, changing environment while maintaining a high level of service.
• 1+ years' setup, configuration, troubleshooting of desktop/notebook hardware and software (Windows 7, 8,10)
• Experience providing hands‑on IT support in a business environment, resolving common end‑user issues related to devices, access, and connectivity.
• Experience supporting mobile devices (e.g., iPhone, iPad) and a variety of Wi‑Fi‑enabled devices.
• Working knowledge of Active Directory (e.g., user accounts, groups, access) and basic networking concepts such as TCP/IP, DNS, DHCP, and SMTP.
• Experience supporting remote users in home‑office or branch environments.
• Must be physically able to lift up to 30 pounds.
• Experience supporting business applications or productivity tools, helping users resolve application‑specific issues and complete their day‑to‑day work.
• Proficiency supporting Microsoft Outlook and Microsoft Teams, including common end‑user scenarios such as: Outlook: email and calendar issues, profiles, shared mailboxes/permissions, meeting scheduling, cache or connectivity problems, and mobile setup. Teams: sign‑in or access issues, chat and channel usage, meeting join or audio/video issues, and basic file‑sharing support.
• Comfort learning new systems and providing user‑level application support as tools evolve.

Nice To Haves

• Microsoft Certified Professional or similar technical certification.
• Experience in the mortgage banking or financial services industry.
• Exposure to scripting or automation tools (e.g., PowerShell, VBScript).
• Experience supporting Microsoft Exchange environments.

Responsibilities

• Monitor and respond to TAC phone calls and emails, working directly with users to resolve technical issues within established service level objectives.
• Collaborate with support personnel to resolve issues that cannot be fully addressed at the initial help desk level.
• Provide backup support for other IT functions as needed, including operations support, hardware troubleshooting, and equipment deployment.
• Install, configure, and support end‑user devices, access, and general technical issues across multiple systems.
• Clearly communicate technical concepts and solutions to non‑technical users.
• Recognize, analyze, and resolve problems in a timely and organized manner using industry best practices.
• Effectively multitask and prioritize work in a fast‑paced support environment.
• Learn and support business applications as they are introduced into production, helping users effectively complete their work within those systems.
• Assist with application‑related issue analysis, documentation, and ongoing support for company systems and applications.
• Support the gathering of business requirements and assist with the design, implementation, and documentation of technical solutions in accordance with approved standards and procedures.
• Participate in the development of application and system training materials.
• Assist with end‑user training for software and business applications, ensuring user understanding and adoption.

Benefits

• bonuses
• mobile allowance
• 9 paid company holidays per year
• up to 6 days of sick pay
• up to 17 PTO days per year (and up to 22 PTO days per year upon 10 or more years of service)
• 401(k) Plan
• medical, dental, and vision insurance coverage
• company-paid disability
• basic life insurance
• parental leave
• critical illness coverage
• accident coverage
• hospital indemnity coverage
• Employee Assistance Program
• tuition reimbursement
• state required benefits such as paid family and medical leave insurance and/or paid sick time as applicable

What This Job Offers

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