IT Support Specialist

Description

POSITION SUMMARY

Responsible for end user support, PC configurations, network troubleshooting for on-site and remote locations.

ESSENTIAL JOB FUNCTIONS

• Clear and professional communications with management and the user community, including service status updates, escalations, and SLA reporting – extremely important
• Own and administer the Helpdesk ticketing system, ensuring accurate ticket intake, prioritization, documentation, and resolution in alignment with MIG Helpdesk standards
• Ensure helpdesk tickets meet defined SLA response and resolution targets through proactive queue management and escalation
• Provide functional oversight of the Helpdesk ticketing system, serving as the primary point of contact
• Ensure teammates are following all Helpdesk standards
• Monitor helpdesk performance metrics and trends, identifying opportunities for process improvement and increased service quality
• Ensure consistent adherence to MIG Helpdesk standards, workflows, and support procedures across all tickets
• Other duties as assigned which may include process documentation, reporting, training, scripting, or minimal travel

Requirements

JOB SPECIFICATIONS

Minimum Education: 2-year degree in Computer Science or Related Degree or relevant experience

Minimum Knowledge

• Excellent interpersonal, oral and written communication skills, strong organizational skills, follow-up skills, problem-solving and analytical skills
• Proficiency in Microsoft Office (particularly Excel & Word) and the ability to learn and work with various Mortgage computerized applications
• Ability to lift PCs, Servers, etc. as necessary
• Ability to prioritize and perform constantly changing multiple tasks in a very fast-paced environment
• Ability to relate and communicate in a professional manner with all levels of management, internal and external contacts
• Ability to work independently with little or no supervision, self-discipline, self-motivation and sel...