IT Service Desk Specialist - Strongsville, United States - Union Home Mortgage

Description

Job Details

Job Location :
Strongsville OH - Strongsville, OH

Position Type :
Full Time

Salary Range :
Undisclosed

Job Category :
Information Technology

Description

The IT Service Desk Specialist is the primary contact for all external offices regarding technical support issues.

The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.

The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices).

This position requires the ability to provide a response in person, in writing, or over the phone while sitting at a desk for long period of time.

At UHM, we understand diversity comes in many different forms.

It's our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel.

We value

diversity

, educate on

equity

, and create

inclusive partner opportunities

to ensure that you know #U

Belong

AtUHM

DUTIES & RESPONSIBILITIES

Provides support through astute troubleshooting methodology

Address a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.

Document each customer interaction in the ticketing system in a clear, concise, and understandable format

Train customers to facilitate the future state of self-service, utilizing technology

Research and resolve customer calls that require follow-up

Complies with documented processes and works towards meeting expected service levels

Maintain accountability for incident prioritization and resolution

Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels

Respond to initial phone calls in a fast paced, help desk environment

Provide insight and recommendations to improve efficiency and workflows

Qualifications

EDUCATION & EXPERIENCE

High school diploma or equivalent

1+ year of experience in help desk or related IT field

1+ year of experience in field requiring customers service skills

Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices.

SKILLS REQUIRED
Ability to triage technical issues efficiently and effectively

Quick to learn new technologies and applications

Knowledge in relevant operating systems, languages, and environments

Great verbal and written communication skills

Positive working attitude, contributing as an individual and team member to accomplish goals

Strong analytical skills, decisiveness, and sound judgment

Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers

Willing and able to work occasional holidays, weekends, and evenings

Ability to manage time and adapt to changes in workflow

This employer participates in E-Verify.

If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp.

provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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