Follow all security guidelines and comply with all components of our privacy and security policies.
Field incoming help requests from end users via telephone, e-mail or help desk portal in a courteous manner.
Document all pertinent end user identification information, including name, department, contract information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems.
Handle escalated problems from less experienced staff.
Resolve all routine and most non-routine problems, escalating only most serious issues to the senior technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Ability to effectively and accurately convey information to others.
Performs related duties as assigned by management.

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
Adoption Assistance
Tuition & Certification reimbursement
Employee Mortgage Loan Program
The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
Matching Gifts Program
dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities
More than $6,000,000 donated since 2020
1 in 5 employees participates in at least one Employee Resource Group (ERG)

Service Desk Support Specialist

About this role