Technology support specialist - tour of duty associate (military veteran or military spouse)

As the Technology Support Specialist, you support technology hardware, software, and asset management across the enterprise. You document, track, and monitor technical issues and troubleshoot Windows and MacOS systems for end users. As the go-to technical support resource, you continuously improve processes to elevate both team member and client experiences.

Tour of Duty Program

The Tour of Duty program is an exclusive 6-month program designed to give recently transitioned military veterans, military spouses, or actively serving National Guard & Reservists the opportunity to gain priceless, hands-on experience at an award-winning company. As the Tour of Duty Associate, you'll learn how it feels to be in the civilian workplace, participate in events around the city you'll be working in and become a valuable member of our team.

About the role

• Field service requests via phone, chat and self-service to assist with technical issues or requests
• Prioritize technology service desk requests according to policy and procedure
• Effectively use multiple data points to inform and drive decision-making
• Record, track and document the service desk request process, including all successful and unsuccessful decisions made and the final resolution
• Escalate unresolved issues to the proper technical support teams
• Provide hands-on desktop support, including software installation and upgrade, hardware setup, file backups, and system configuration
• Order, track, and manage inventory for computer hardware and related technology items
• Create and maintain documentation in a shared knowledge base
• Test fixes to ensure problems have been resolved
• Perform post-resolution follow-ups to service requests
• Participate in research and testing of new and upcoming technology

About you

Minimum Qualifications

• Must be a recently transitioned military veteran, military spouse, or actively serving National Guard or Reservist
• 1 year of professional support experience with current version of Windows and/or MacOS and hardware/peripherals
• 1 year of experience or equivalent supporting enterprise communication suites, such as Microsoft Office365
• 1 year of experience or equivalent fielding incoming service requests via phone, chat, and email
• Demonstrated ability in creating technical documentation
• Ability to communicate technical issues to stakeholders with varying degrees of technical knowledge
• Ability to plan resolution and execute projects within a specified time frame
• Must be able to lift and carry a minimum of 50 pounds
• Ability to work in varying conditions, including both indoors and outside year-round
• Ability to participate in a weekly on call rotation performing weekend and evening support
• Availability to travel for project work and support

Preferred Qualifications

• Knowledge of service management tools such as Service Now, Cherwell, and Jira
• Experience using workplace and facilities management tools
• Experience using incident, task, and inventory tracking systems
• Experience building and maintaining relationships with vendors

What you’ll get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About us

Rocket is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at Careers@Rocket.com.