Overview

Applicants will provide primary client support by taking calls, answering email, responding to tickets, answering support related questions, and/or performing desk-side support. This position serves as the centralized entry point and provides escalated troubleshooting for all technology related service requests as well as support for technical issues across the company.

Job Description

• Primary/first line interface for customer technical needs.
• Provide technical assistance resolving IT related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues. 
• Log customer information and follow requests through to completion, including communication and troubleshooting to resolve and fulfill customer requests. 
• Responsible for accurate documentation within our Servicenow ticketing system.
• Prioritize daily workload and Help/Service Desk requests according to policy and procedure.
• Create and update knowledge base documentation for step by step instructions.
• Assist with preparing, installing, and testing equipment for newly hired employees.
• Prioritize and escalate incidents and requests based on business impact.
• Analyze customer calls and tickets to determine trends and/or recurring problems.
• Build sustainable relationships with customers, coworkers and stakeholders through open lines of interactive communication.
• Act as IT Gatekeeper for the IT Infrastructure team while being the face of IT.  
• Ask appropriate questions to probe and gather relevant information to aid in resolution.
• Utilize and update Servicenow Knowledge Management system when troubleshooting customer issues.
• Set client expectations when opening and assigning service tickets and ensures all request/services are executed on time and in accordance with the service level agreements set with business. 
• Make recommendations to assist associates and improve overall efficiency of daily operational procedures.
• Maintain current knowledge of core hardware/software standards as well as new technologies/applications being introduced in order to provide technical and accurate solutions to customers.
• Active participation in rotational “on-call” support to lower support tier (Not often but occasional).
• Demonstrate behaviors which are aligned with the organization’s desired culture and values.
• Achieve and maintain Help/Service Desk performance metrics.

Ideal Candidate will have the following:

• Associate’s or Bachelor’s degree in computer science, business or related field preferred
• Problem-solving skills and able to troubleshoot a variety of issues.
• Working knowledge of networking concepts and protocols
• Intermediate knowledge of Virtual/VDI environment within PennyMac
• Intermediate knowledge of Meraki console for mobile devices
• Intermediate knowledge of PennyMac’s remote device security tools (CrowdStrike, Sophos)
• Intermediate working knowledge of google suite usage, monitoring, break fix solutions
• Intermediate working knowledge of PennyMac’s current AWS solutions.
• Knowledge of hardware, software and related technology
• Team player with a strong work ethic and operates with a sense of urgency
• Strong customer skills with an ability to work with accuracy and minimal direction
• Strong written and verbal communication skills
• Attention to detail and ability to follow standard operating procedures
• Professional, calm, and courteous telephone mannerisms
• Displays high initiative and works well under pressure
• Flexible, fast learner with the ability to multitask