Newrez LLC
Overview
Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Responsibilities
Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate. Supports and maintains the end user environment, including configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software (including patches), and performing tests. Provides direct support to users for supported hardware, software, and devices, including restoring service, training users, coordinating warranty repairs through third-party vendors, and supporting on-site events. Installs, supports, and retires hardware (desktops, laptops, thin clients, monitors, mobile devices, printers); installs and maintains related software and securely wipes data prior to destruction or reissue. Documents, maintains, and recommends enhancements to work processes and standards, including troubleshooting procedures and incident resolution. Performs facility moves under guidance. Ensures compliance with policies and regulations and escalates concerns as appropriate. Chooses effectively among procedures or approaches to implement solutions; troubleshoots end-user problems with a working understanding of the environment and related technologies. Maintains composure and a professional manner, including in stressful situations with clients; remains courteous and tactful with clients and IT colleagues. Probes clients to determine the actual nature or underlying cause of a problem; demonstrates a strong orientation toward client service. Selects appropriate work procedures or approaches to address or escalate problems; sets priorities based on established service level agreements. May provide assistance to more junior team members; performs related duties as assigned by management. Education And Experience
High school diploma or equivalent, required. Bachelor’s degree or equivalent preferred. 2-4 years’ relevant experience in a technical support role. Knowledge, Skill, and Ability
Working knowledge of standard end user hardware and software; able to address issues by following established procedures. Ability to resolve client issues and build expertise in standard end user hardware and software. Basic understanding of network connectivity and infrastructure. Understanding of NPF-specific applications and technologies; understanding of NPF’s services and basic business processes; ability to prioritize criticality of a user area or application requiring support. Ability to assess a client’s comfort level with technology and manage user anxiety and stress; comfortable in ongoing dialogue with clients, even when information is vague or stresses arise. Understands the technology organization and when to escalate client or operational problems. Additional Information
While this description is intended to be an accurate reflection of the position’s requirements, it does not imply that these are the only job responsibilities. Management reserves the right to modify, add or remove duties as necessary. All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement. By applying to this position, the candidate acknowledges that this is not a remote role and is required to be on-site. Company Benefits
Medical, dental, and vision insurance Health Savings Account with employer contribution 401(k) Retirement plan with employer match Paid Maternity Leave/Parental Bonding Leave Pet insurance Adoption Assistance Tuition reimbursement Employee Loan Program Newrez Employee Emergency and Disaster Fund Newrez NOW
CSR program empowering employees through volunteering, philanthropy, nonprofit grants, and more 1 Volunteer Time Off (VTO) day for eligible employees Employee Matching Gifts Program: matches eligible donations up to $1,000 per employee Newrez Grants Program: access to a portal for donation opportunities Equal Employment Opportunity
We’re proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better. CA Privacy Policy CA Notice at Collection
#J-18808-Ljbffr
Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Responsibilities
Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate. Supports and maintains the end user environment, including configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software (including patches), and performing tests. Provides direct support to users for supported hardware, software, and devices, including restoring service, training users, coordinating warranty repairs through third-party vendors, and supporting on-site events. Installs, supports, and retires hardware (desktops, laptops, thin clients, monitors, mobile devices, printers); installs and maintains related software and securely wipes data prior to destruction or reissue. Documents, maintains, and recommends enhancements to work processes and standards, including troubleshooting procedures and incident resolution. Performs facility moves under guidance. Ensures compliance with policies and regulations and escalates concerns as appropriate. Chooses effectively among procedures or approaches to implement solutions; troubleshoots end-user problems with a working understanding of the environment and related technologies. Maintains composure and a professional manner, including in stressful situations with clients; remains courteous and tactful with clients and IT colleagues. Probes clients to determine the actual nature or underlying cause of a problem; demonstrates a strong orientation toward client service. Selects appropriate work procedures or approaches to address or escalate problems; sets priorities based on established service level agreements. May provide assistance to more junior team members; performs related duties as assigned by management. Education And Experience
High school diploma or equivalent, required. Bachelor’s degree or equivalent preferred. 2-4 years’ relevant experience in a technical support role. Knowledge, Skill, and Ability
Working knowledge of standard end user hardware and software; able to address issues by following established procedures. Ability to resolve client issues and build expertise in standard end user hardware and software. Basic understanding of network connectivity and infrastructure. Understanding of NPF-specific applications and technologies; understanding of NPF’s services and basic business processes; ability to prioritize criticality of a user area or application requiring support. Ability to assess a client’s comfort level with technology and manage user anxiety and stress; comfortable in ongoing dialogue with clients, even when information is vague or stresses arise. Understands the technology organization and when to escalate client or operational problems. Additional Information
While this description is intended to be an accurate reflection of the position’s requirements, it does not imply that these are the only job responsibilities. Management reserves the right to modify, add or remove duties as necessary. All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement. By applying to this position, the candidate acknowledges that this is not a remote role and is required to be on-site. Company Benefits
Medical, dental, and vision insurance Health Savings Account with employer contribution 401(k) Retirement plan with employer match Paid Maternity Leave/Parental Bonding Leave Pet insurance Adoption Assistance Tuition reimbursement Employee Loan Program Newrez Employee Emergency and Disaster Fund Newrez NOW
CSR program empowering employees through volunteering, philanthropy, nonprofit grants, and more 1 Volunteer Time Off (VTO) day for eligible employees Employee Matching Gifts Program: matches eligible donations up to $1,000 per employee Newrez Grants Program: access to a portal for donation opportunities Equal Employment Opportunity
We’re proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better. CA Privacy Policy CA Notice at Collection
#J-18808-Ljbffr