Union Home Mortgage Corp.

IT Service Desk Specialist Job at Union Home Mortgage Corp. in Phoenix

Union Home Mortgage Corp., Phoenix, AZ, United States, 85003

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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.

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology

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