Service Desk Support Specialist

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.

Primary Function

The Service Desk Support Specialist is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Principal Duties

• Follow all security guidelines and comply with all components of our privacy and security policies.
• Field incoming help requests from end users via telephone, e-mail or help desk portal in a courteous manner.
• Document all pertinent end user identification information, including name, department, contract information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Handle escalated problems from less experienced staff.
• Resolve all routine and most non-routine problems, escalating only most serious issues to the senior technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Performs related duties as assigned by supervisor.

Education and Experience

Knowledge, Skills & Abilities

Additional Information :

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies / states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones 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.

Company Benefits :

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

Newrez NOW :

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.

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