Senior Desktop Support Specialist, End User Services
PHH Mortgage

Job Info

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Job Description

Position Summary:

The Senior End User Support Specialist role is to support the company's desktop environment and PC needs. The position manages desktop solutions from the operating system up to and including the desktop applications. Their work involves researching, evaluating, building, testing, integrating, and deploying solutions that ensure optimal workplace performance.

Job Functions and Responsibilities:

• Provide level 2&3 Service Desk and Desktop Support for end user at direct location and remotely when needed.
• Properly evaluate issues and escalate those that are problems.
• Maintain the integrity of the IT environment ensuring all standards and build requirements are being met.
• Serve as subject matter expert for all facets of end-user computers
• Provide critical support, mentoring, and guidance to the IT Service Desk.
• Create knowledgebase documentation, guides and how-to's to be utilized by the Service Desk.
• Provide peripheral support.
• Support telecom needs including MS Teams, Call Center Applications, and InTune.
• Identify and resolve problems with desktop software applications and systems management software distribution. Manage failed deployments, providing feedback to Desktop Engineering team.
• Ensure asset management guidelines are being followed, preserving computer inventory and surplus equipment.
• Maintain ample hardware levels at each location to accommodate for hires and break-fix request.
• Ascertain and repair connectivity issues.
• Maintain excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner.
• Accurately record, update and document requests utilizing the ITSM tool and any other duties as assigned by the company.
• Serve as the liaison between third party vendors and end users on any escalated end user issues.

Qualifications:

• College degree preferred.
• At least 4 years of equivalent related work experience.
• At least 2 years' experience working in a high call volume, time sensitive support environment for a large company, supporting users in Windows 10, office365 at a minimum of a Tier II level.
• Experience working in a team-oriented, collaborative environment.
• Basic knowledge of windows server, active directory, as well as Microsoft exchange server.
• Basic networking skills including TCP/IP, DNS and DHCP.
• Basic IT security knowledge.

• This role is a shift position
• Must be able to cover additional shifts as needed
• Ability to lift 50 pounds on rare occasions

• Good written, oral, interpersonal, and presentational skills.
• Ability to commence conversations with new people.

This job has expired.