Support Services Engineer

Walker and Dunlop, Inc.•Denver, CO

42d•$75,000 - $90,000•Hybrid

About The Position

This position supports all functions and components of the application and hardware infrastructure, and provides application function modification support, research, and training with a focus on customer service.

Requirements

Bachelor's degree in information systems, computer science, or a related study, or equivalent working experience.
3+ years' experience working in a desktop support role supporting Mac OS, Windows 11, Microsoft 365, and Adobe applications preferred.
Experience operating within a ticketing system to track incidents and status of assigned tasks, preferably using ServiceNow.
Ability to travel overnight within the United States, up to 25%.
Flexibility to participate in an after-hours on-call support rotation.
Demonstrated knowledge of Windows 11 operating system.
Passionate in providing excellent customer service with a commitment to quality.
Outstanding verbal and written communication skills.
Detail-oriented mindset while consistently focusing on the big picture.
Good business judgment and strong analytical and problem-solving skills.
Ability to communicate effectively with technical and management level professionals.
Ability to show ownership of your work, take on challenges and acknowledge growth opportunities, and demonstrate patience when learning new processes.
Courtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholders.

Responsibilities

Serve as an escalation point for technical support via phone, in-person, or remote tools such as Bomgar or Zoom.
Troubleshoot and support a range of systems, including Microsoft Windows 11, iOS devices, macOS, SCCM, Intune and Active Directory.
Provide user and system support for key business applications such as Salesforce, Microsoft 365 application, Box, Zoom, Adobe Acrobat, Illustrator, Photoshop, and InDesign.
Manage PC setup and deployment for new employees using standard hardware, images and software.
Support and troubleshoot Zoom Rooms, including iPads and conference room setups.
Configure, deploy, and maintain end-user devices using standard hardware images and software packages.
Own assigned incidents from start to resolution while ensuring a positive customer experience.
Set up and support peripheral devices such as printers, scanners, and copiers; troubleshoot and resolve issues.
Provide support for mobile devices and assist users in accessing company systems securely.
Use collaboration and productivity tools such as Asana, Cisco AnyConnect, and Netskope for task management and secure access.
Translate technical concepts into user-friendly explanations for non-technical staff.
Participate in the execution of disaster recovery plans during system outages.
Perform other duties as assigned.
Attendance is generally Monday through Friday from 8:30 am - 5:30 pm local time with a minimum of 3 days per week in office and up to 2 days per week of remote work from home, and the requirement of participation in an on-call rotation for after-hours support.

Benefits

The opportunity to join one of Fortune Magazine's Great Places to Work winners from 2015-2023
Comprehensive benefit options that have earned Walker & Dunlop the silver level of the 2022 Cigna Healthy Workforce Designation, some of which include:
Up to 83% subsidized medical payroll deductions
Competitive dental and vision benefits
401(k) + match
Pre-tax transit and commuting benefits
A robust health and wellness program - earn cash rewards and gain access to resources that
promote health, engagement, and balance
Paid maternity and parental leave, as well as other family paid leave programs
Company-paid life, short and long-term disability insurance
Health Savings Account and Healthcare and Dependent Care Flexible Spending
Career development opportunities
Empowerment and encouragement to give back - volunteer hours and donation matching
Eligibility may vary based on average number of hours worked