IT Support Desk Technician

POSITION OVERVIEW:  
This position is responsible for providing an outstanding level of customer services by providing direct IT support to internal and external staff and clients.

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Provide excellent customer service to internal and external staff and clients.
• Answer help desk phone and monitor ticket queues to provide timely response to customers.
• Manage individual ticket assignments and document resolutions.
• Handle escalations from team and determine root cause analysis of deep level issues
• Create and manage Active Directory user accounts and access control based on company policies.
• Administer and troubleshoot Office 365 accounts.
• Assist customers with setup, configuration and troubleshooting of hardware, software, and networking.
• Use remote assistance tools to support remote customers.
• Perform virus remediation and spyware detection and removal.
• Perform mobile phone management.
• Provide support for VDI environment.
• Use, teach, and troubleshoot standard supported software, including Windows 10-11 Pro operating systems, Microsoft Office applications (Excel, Outlook, O365, PowerPoint, Visio, Word, and Publisher) as well as Core Business applications (Byte Pro).
• Configure and support standard hardware, including laptops/desktops and thin clients.
• Create documentation, including processes and procedures, system documentation, and customer training aids.

QUALIFICATIONS AND EXPERIENCE:

• Minimum 3 years progressive experience installing and supporting all of the following: Windows 10, Windows Server 2003-2016, Active Directory, Microsoft Office, PC deployment, Antivirus management, Remote User Networking, VPN, TCP/IP troubleshooting, mobile device management, and VDI support.
• Outstanding customer service skills. Excellent written and verbal communication skills.  Analytical thought process.  Technical documentation.
• Ability to take on deep level tasks/issues and test/troubleshoot until root cause has been determined.
• Experience in the mortgage or real estate industry a plus.

SUPERVISORY RESPONSIBILITIES:
Direct Reports: N/A                                                       

PHYSICAL and ENVIRONMENTAL CONDITIONS: This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

CMG pays a competitive base which ranges from $27.50 – $30.50 per hour. Factors that affect base salary may include: Number of years worked as an IT Support Desk Technician, types of roles performed, computer skills, customer service experience specific to working with mortgage lenders, and education.