Sr. IT Service Desk Technician

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Sr. IT Service Desk Technician plays an important role in the organization by performing a number of tasks related to the company's information technology functions. The role is responsible, under general direction, for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software.

Compensation

This role is a non-exempt position with a targeted salary range of $24.23/hour to $33.39/hour.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

Essential Functions

• Provide support to end users on a variety of issues such as identifying, researching and resolving technical issues.
• Answer incoming queue calls and voicemail messages, using department procedures.
• Utilize the IT Service Desk electronic ticketing system, Track-It, according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.
• Configure and troubleshoot Windows 7 in a Microsoft network environment on both desktop and laptop computers.
• Analyze all data/voice system problems and requests.
• Resolve at least 80% - 90% of all calls received, and to coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone.
• Provide desktop support at San Diego locations, including troubleshooting PC hardware/software, and network printers.
• Serve as key resource to less experienced IT Service Desk coworkers to help the whole team excel.
• Create and manage user accounts, the administration of shared resources, and group membership within a Microsoft Active Directory network operating system environment.
• Create and manage user accounts in Google Apps Enterprise portal.
• Administer AS400/Client Access user accounts and resolve MS Windows related printing issues.
• Follow escalation procedures for situations which require an IT Service Desk Supervisor or IT Service Desk Manager to become involved.
• Notify IT Service Desk Manager and IT Service Desk Supervisor of any changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue.
• Take escalated calls and tickets from lower-level technicians.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent, required.
• Associates Degree directly related to the position or equivalent, preferred.
• Associate's Degree from a technical school, or similar technical training.
• Minimum three years total experience in IT Service Desk related role(s).
• Strong knowledge of technical equipment and common software packages.
• Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (2003, 2007), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Anti-virus.
• Intermediate Networking skills.
• Fundamental knowledge of mainframe computers, and Telephony.
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
• Excellent verbal and communication skills required.
• Passionate about delivering excellence in customer service within a team environment.
• Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals.
• Ability to write procedure manuals.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values.
• Customer Service - Proactive attention to each person.
• Integrity - Do and say whats right.
• Respect - Treat others with dignity.
• Collaboration - Listen and work together.
• Learning - Seek knowledge and strive for improvement.
• Excellence - Deliver the unexpected.

Supervision

Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances.

Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach.

Impact: Decisions and actions primarily impact own work with limited impact on peers in their area, contributes as team member rather than leader.

Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications.

Requirements

• Mobility in an office, and classroom training setting.

• Frequent use of computer keyboard and mouse.

• Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.

• Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

• Office environment - moderate noise, no substantial exposure to adverse environmental conditions.

• Travel 5-10%

• Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.

• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.

• Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.

• Work is primarily performed during the business week, Monday - Friday.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: SRITS018299