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Technical Support Specialist, II - TEMP TO HIRE

Company: Impac Mortgage Corp.
Location: Irvine
Posted on: November 22, 2021

Job Description:

DescriptionJOB SUMMARY:The Technical Support Specialist, Level 2 is responsible for providing end user support in a diverse environment of remote and in house users on a combination of desktops and VDI environments, finding solutions to user issues and working with the users via the phone and remote support tools or in person to resolve issues. The Technical Support Specialist, Level 2 also assists in engineering desktop solutions, deploying and recovering equipment, updating systems & software packages and improving internal IT processes.The position is very customer centric. The Specialist will serve the face and voice of the IT Department. Therefore the position requires the highest level of customer service skills, both in person and on the phone.The ability to follow, and as needed update procedures and document work done is critical.ESSENTIAL RESPONSIBILITIES:Troubleshoot and resolve issues related to desktop systems and user technical problems.Provide phone support to end user to resolve desktop and systems issues.Deploy and recover Hardware systems.Document issue resolutions in the Helpdesk Ticketing system.Verify issue resolutions with end users.Work with Systems and Network Engineering teams to resolve issues and update solutions.Communicate with other team members, end users and management regarding issues.Contribute to ongoing process and procedure improvements.Work within IT Department on various projects.Complete projects in a timely manner.Take on projects and tasks as assigned by management.Present a professional image to end users and vendors.EXPERIENCE REQUIREMENTS:3+ years' experience in Remote Support and Help Desk.Strong desire to help end users.Strong troubleshooting skills.Strong grammatical and communication skills.1+ years' experience in a VDI (Citrix) environment.1-2 years' experience in a Windows Desktop environment.1-3 years' experience with Office365.1-2 years' experience with SCCM 2012.Ability to work independently as well as within the team environment.Experience in financial, mortgage or real estate industries is a plus.EDUCATION AND CERTIFICATION REQUIREMENTS:High School Diploma or equivalentDegree in business administration or a technology-related field is preferred

Keywords: Impac Mortgage Corp., Irvine , Technical Support Specialist, II - TEMP TO HIRE, IT / Software / Systems , Irvine, California

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