Overview

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

Job Description

• Primary/first line interface for customer technical needs as well as primary/first line interface for escalations from other end user support technicians.
• Provide technical assistance resolving IT related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues. 
• Prioritize daily workload and Help/Service Desk requests according to policy and procedure.
• Responsible for devising and delivering solutions to enhance quality of service and prevent future problems.
• 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.
• Create and update knowledge base documentation for step by step instructions.
• 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.
• IT Gatekeeper for the IT Infrastructure team while being the face of IT.  
• Coordinate and/or perform hands-on solutions at the desktop and server level support tier. 
• Research emerging End User Support/Service Desk products, services, tools, and practices.
• Set client expectations when opening and assigning service tickets and ensure 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 degree in computer science, business or related field (Bachelor’s degree preferred)
• Experience with level 2+ escalations in a fast paced corporate enterprise environment 
• Advanced knowledge of Virtual/VDI environment within PennyMac
• Advanced knowledge of Meraki console for mobile devices
• Advanced knowledge of PennyMac’s remote device security tools (CrowdStrike, Sophos)
• Advanced working knowledge of google suite usage, monitoring, break fix solutions
• Advanced knowledge of Pennymac’s imaging system for desktops and laptops.
• Intermediate working knowledge of PennyMac’s current AWS solutions.
• Experience with telecom incidents, desktop (hardware/software), third-party software/hardware applications, and home office configurations. 
• Experience troubleshooting, diagnosing and resolving complex PC and network problems. 
• The ability to identify patterns and investigate mission critical solutions. 
• Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as ServiceNow Attention to detail and ability to follow standard operating procedures
• Strong customer skills with an ability to work with accuracy 
• Team player with a strong work ethic and operates with a sense of urgency
• Strong written and verbal communication skills
• Displays high initiative and works well under pressure