IT Service Desk Analyst I

Location: Onsite in Naples, Florida, United States

Company

hirify.global is a distributed retail mortgage lender with more than 9,000 employees, over 700 branches, and loan servicing across all 50 states, Washington, D.C., and Puerto Rico.

What you will do

• Provide first-level, in-person technical support to employees through the ticketing system, phone, email, and potentially text.
• Diagnose and resolve hardware, Windows, connectivity, sign-on, VPN, VoIP, printing, scanning, and mobile-device issues.
• Support access to loan-origination systems such as Encompass and other company applications.
• Document incidents, troubleshooting steps, resolutions, knowledge articles, and self-help references.
• Coordinate with other service support groups, maintain SLA response rates, and escalate issues when necessary.
• Deploy applications, follow standard operating procedures, and support technology initiatives and process improvements.

Requirements

• At least two years of experience providing direct support to employees or customers.
• Effective communication and troubleshooting skills.
• Experience with Windows, Office, Internet Explorer or Chrome, general networking, Active Directory domains, and mobile devices.
• Familiarity with Mac OS X desktops and laptops.
• Experience working with a ticketing system.
• A+ certification, Network+ certification, or similar certification; an associate degree in computer science or equivalent experience is preferred.

Culture & Benefits

• Supportive, transparent, and entrepreneurial work culture focused on employee growth.
• Medical, dental, and vision benefits for eligible employees.
• 401(k) plan, company-provided short-term disability, employee assistance program, and wellness program.
• Competitive compensation and opportunities for career development.