• *IT Support Specialist REQ-212022**
Pleasanton, CA / Technology & Operations IT / Full time **Responsibilities
+ Monitor and respond quickly and effectively to requests received through the IT Service Desk ticketing system and hotline
+ Participate in various Corp IT projects
+ Participate in Corp events and facilities work as relating to IT
+ Properly escalate queries as necessary
+ Track, route, and redirect tickets to the correct resources
+ Walk customers through problem solving process
+ Recommended procedure modifications or improvements
+ Participate and decide on various IT purchasing duties, including software licensing costing, renewal and maintenance
+ Follow up with customers, provide feedback and see problems through to resolution
+ Help users setup emails on mobile devices
• *Minimum Qualifications**
+ Proven working experience providing first level support for employees
+ Bachelors degree in Computer Science or related field preferred
+ Working knowledge of ticketing systems and remoting tools (RDP, Bomgar, etc.)
+ Minimum 5 years of experience working with Windows and Macs
+ Minimum 3 years of experience working with hosted solutions such as Office 365
+ Strong client-facing and communication skills
+ Advanced troubleshooting and Multi-tasking
+ Understand Active Directory and SSO
+ Understand the basics of client connectivity: VPN, DHCP, TCP/IP, etc.
+ Strong customer service and troubleshooting skills
• *Skills, Abilities**
+ Demonstrated ability to maintain a customer-service focus and attitude at all times and exercises discretion and judgement when responding to customer service requests
+ Must be able to remain calm in pressure situations
+ The ability to simplify complex technical solutions and convey them to end users
+ Must be able to adapt quickly to a constantly changing environment
+ Willingness to learn new technologies
+ Proactively address new and emerging problems
+ Some level of travel, up to 15% may be required from time to time
+ Provide first level contact and convey resolutions to customer issues
+ Utilize excellent customer service skills and exceed customers expectations
+ Ensure proper recording, documentation and closure
+ Preserve and grow your knowledge of Helpdesk procedures, products and services
ICE Mortgage Technology is an equal opportunity and affirmative action employer. We celebrate diversity and are building a team that represents a variety of experience, perspectives and skills. We encourage people from all backgrounds to apply. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us
