Job Summary:The role is pivotal in delivering high-quality technical support to both the business and customers, with a focus on exceptional customer satisfaction and personalized service. You’ll be the first line of support, resolving incidents and problems using various diagnostic tools. Responsibilities include guiding customers through issues via phone, IM, or other communication channels, ensuring all work is performed according to company policies, procedures, and applicable U.S. state and federal regulations.

Essential Duties and Responsibilities:

1. Resolve customer inquiries using diagnostic tools and interpersonal skills.
2. Collaborate with technology teams to address and resolve incidents.
3. Manage high-impact incidents affecting technology systems and environments.
4. Provide top-tier customer support aligned with company policies.
5. Answer calls politely and promptly, ensuring all information is accurately logged.
6. Ensure emails are logged correctly and timely for efficient assessment and response.
7. Adhere to Operational Level Agreement and Service Level Agreement standards.
8. Execute the incident management process with excellence.
9. Maintain a thorough understanding of the Service Desk knowledge base.
10. Aim for the highest possible first-time service resolution rate.
11. Encourage adherence to ITIL processes and best practices within the team.
12. Stay up-to-date on technology, security policies, and company standards.
13. Perform other duties and projects as assigned.

Standard Duties and Responsibilities:

• Uphold ethical conduct and organizational values, fostering trust and responsibility.
• Demonstrate knowledge of EEO policies, respect cultural differences, and promote a diverse work environment.
• Follow company policies and procedures, completing tasks correctly and on time.
• Maintain a safe work environment in compliance with the OSH Act of 1970.

Essential Knowledge, Skills, and Abilities:

• Knowledge of state and federal regulations relevant to this position.
• Proficient in Microsoft Operating Systems and applications.
• Intermediate skills in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Strong organizational, time management, and communication skills.
• Ability to handle challenging situations with a calm and methodical approach.
• Capable of making impactful decisions and prioritizing work schedules effectively.

Education, Experience, and/or Licenses:

• Bachelor's Degree in a technical discipline preferred.
• Minimum of two years of experience in a Service Desk or Help Desk environment.
• ITIL V3 qualification preferred.
• Experience with ServiceNow, Active Directory, SAP, MS Office, Windows, and Mac environments preferred.
• Microsoft Certified Professional or equivalent technical certification is a plus.
• Experience in the Mortgage industry is preferred.