IT HELPDESK SPECIALIST!
IT Helpdesk Specialist!
Are you an IT tech support professional? Do have a passion for both computers and excellent customer service? One of R&W Group’s favorite clients is a business in the mortgage finance industry, seeking candidates to fill two (2) Tier I IT Helpdesk Specialist openings.
In this role, your main focus will be troubleshooting end-user technical issues and providing support to both internal and external users. You will provide support remotely from the office and onsite.
Resolving basic IT issues such as password resets, peripheral configurations, desktop/laptop/iPad/iPhone configurations, software installations and hardware repair
Providing Tier-I technical support for user requests using email and email, as well as in-person consultations.
Reimaging computers, installing software, and providing additional provisions of new hardware for new and existing users
Troubleshooting, identifying, and implementing solutions to technical problems, leveraging existing company resources and researching new approaches
Supporting client infrastructure both remotely and onsite at client branch locations as needed. Most travel will be limited to the DC Metropolitan Area.
Guiding clients through steps to resolve issues and training users to address common issues
Effective communication and timely updates regarding progress of ticket resolution, and explaining situation’s technical elements in non-technical ways to support end user comprehension.
Resolving minor technology problems, monitoring activities, and maintaining documentation.
Supporting common enterprise software solutions like Microsoft Office and Adobe’s suite of products
Supporting and basic troubleshooting of Encompass, a mortgage management solution by Ellie Mae
Flexible work hours. While most work will occur during standard business hours, this position is mission critical and may require occasional night and weekend work.
Participation in a rotating on call schedule is required (providing call coverage for 1 week out of each 8-week rotation)
Exceptional customer service
Knowledge of computer and/or network security systems, applications, procedures and techniques.
Proficiency with software such as Microsoft Office, Adobe, Encompass, and online resources
Familiarity with Cisco VPN, Ticketing Systems, Remote Connectivity Tools, and Imaging Systems
Ability to install, configure and maintain personal computers, networks, and related hardware and software.
Effective and timely communication, both within the department and with end users
Valid driver’s license and reliable personal transportation
Two (2) years of experience in corporate IT
Ability to solve complex IT problems
IAT Certification (e.g. A+, Security+, Network+)
Associate’s or Bachelor’s degree, especially in technical field of study, is preferred but not required
The company is based in Northern Virginia with free parking is available onsite. Qualified and interested candidates, please submit your resume by registering at www.r-wgroup.com.