IT Help Desk Tech II Executive Support - Atlantic Coast Mortgage, LLC
Fairfax, VA 22030
About the Job
Our team is redefining the industry – and creating a culture of excellence.
Founded in 2011, Atlantic Cost Mortgage embodies a people-first culture built on commitment, character, and innovation. Growing from 16 employees to over 200, our team is the most essential factor in our mission to redefine the mortgage industry. We believe people do their best work in an environment designed for success. This is why we're so proud to have been recognized by the Washington Post as a 2018, 2019, 2020, 2021, 2022 Top Workplace Award Winner. As we continue to grow, we"re looking for more than employees; we"re looking for driven, energetic, and creative problem-solvers. If that"s you and you"re looking to build your career with an organization driven by a vision to disrupt and change our industry for the better - we"d love to talk.
Summary:
Working in a team environment, the Help Desk Technician provides IT support for ACM employees running on a Microsoft Windows network/domain. Occasional night and weekend work for scheduled maintenance or in response to work stoppages. Occasional travel to other branch locations and participation in a rotating on-call schedule. Heavy interaction with Executive Management team and high profile internal customers.
Essential Functions:
- Provides first-line support via phone and ticketing system (Zendesk and ConnectWise)
- Participation in on-call rotation
- Supports new hires, employee changes and terminations
- White glove new hire onboarding
- Executive support
- Provides support for basic IT issues such as password resets, peripheral configurations, desktop/laptop and iPad/iPhone configurations, software installations and hardware repair
- Software support: Microsoft Office, Ellie Mae Encompass, ConnectWise, BI tools, Spam/Phishing mail tools, email services.
- Provisions new hardware for new and existing users and reimages computers
- Resolves technology problems, monitors user activity and maintains documentation
Required Skills, Knowledge, Education and Experience:
- Ability to utilize current skills, knowledge base and available tools to resolve typical IT-related issues in a corporate Microsoft environment
- Working knowledge of computer and/or network security systems, procedures and applications and the ability to learn and support new systems and applications
- Ability to install, configure and/or maintain personal computers, networks, and related hardware or software
- Ability to identify and resolve computer system malfunctions and operational problems
- Strong customer service, communication skills and attention to detail
- Must have experience working with members of the C Suite/Executive team
- Self-starter with strong analytical and problem-solving skills and the ability to embrace and adapt to changing situations, environments and tasks
- Ability to exercise sound judgment and to effectively coordinate multiple, concurrent tasks
- High school diploma or equivalent
Preferred Skills, Knowledge, Education and Experience:
- 5+ years of experience working in a corporate IT environment
- Two or more certifications (Network+, Security+, MCP, MCSA, MCSE)
- Experience supporting or using the following applications or operating systems:
- Microsoft Office Suite (Outlook, Word, Excel)
- Windows 10/11 and Active Directory
- Ellie Mae Encompass
- Office365 email
- Imaging Systems (Dell Kace, WDS/MDT, SCCM)
- Ticketing System (Zendesk, ConnectWise, etc.)
- Remote Connectivity Tools (LogMeIn, GoToAssist, ScreenConnect)
- ConnectWise automate
- Ability to work out of the Fairfax, VA office
ACM promotes an Equal Employment Opportunity (EEO) workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other status protected by law. If you are disabled and need assistance in the application process, please get in touch with the ACM Human Resources department.
PI240007946
Source : Atlantic Coast Mortgage, LLC