IT SUPPORT DESK TECHNICIAN – JOB DESCRIPTION

Department: Information Technology

Reports to: IT Coordinator

Title Grade: Entry/Mid

Status: Regular, Full-Time

Pay Grade: Hourly

FLSA Status: Non-exempt

Compensation: $18.00 per hour

Schedule: 12:00pm-8:00pm EST

Location: Ann Arbor, MI HQ

SUMMARY & PURPOSE OF POSITION:

Gold Star Mortgage Financial Group is committed to excellence in the use of technology in the workplace. The IT Support Desk Technician is primarily responsible for providing support to all internal end users on a variety of IT-related issues. Individuals serving in this role will identify, research, and resolve technical problems.

PRIMARY POSITION-SPECIFIC RESPONSIBILITIES:

• Answer IT helpdesk tickets in a timely and professional manner;
• Perform remote troubleshooting through diagnostic techniques;
• Address incoming support phone calls and emails in a timely manner;
• Image new computers;
• Fix computer hardware issues;
• Provide accurate information on IT products or services;
• Add equipment to the inventory and keep all inventory up-to-date;
• Work with the Support Desk team and tier 2 to resolve problems;
• Identify and suggest possible process improvements within the department;
• Team Lead: Develop and implement internal policies and procedures to streamline the way requests are handled;
• Team Lead: Analyze system reconfiguration needs based on the trends identified across requests;
• Team Lead: Track and generate weekly statistical reports to analyze request trends to send to IT Manager;
• Team Lead: Oversee the development, implementation, and administration of the help desk teams training on policies and procedures;
• Team Lead: Audit the inventory tracking process to ensure accuracy on a monthly basis;
• Team Lead: Assist with the recruitment efforts needed within the Helpdesk;
• Complete other duties as assigned.

ESSENTIAL SKILLS AND EXPERIENCE

• High School Diploma or equivalent required;
• At least one (1) year of experience in the field of Information Technology;
• General understanding of networking;
• Excellent customer service skills;
• Knowledge of computer hardware;
• Must be dependable with meeting deadlines and managing time;
• Have an ability to work independently on multiple files simultaneously;
• Possess strong oral and written communication skills.

PREFERRED EDUCATION/EXPERIENCE

• An Associate’s Degree or Vocational Certification in information technology field preferred;
• More than one (1) year of experience in the field of Information Technology or IT troubleshooting setting;
• At least one (1) year of experience in the mortgage industry;
• Experience with Windows 10/11;
• Experience with Microsoft Office 365 products;
• Experience with DNS servers; and VMware, a plus.

REPORTING TO THIS POSITION:

None

PHYSICAL DEMANDS/ENVIRONMENT

The work environment is characteristic of an office setting. Must be able to execute complex tasks on time sensitive transactions, and be able to work flexible hours including evenings and weekends. The job by its nature may require physical exertion beyond that normally found in a typical office setting, including crouching, stooping, balancing, and working in confined spaces, with possible exposure to dirt, dust, or other allergens. There may be occasional risk of exposure to chemicals, cleaning solvents, fumes, heavy metals and electric shock. Required to frequently lift/carry objects up to 50lbs, and occasionally objects up to 75lbs.