IT Service Desk Specialist

IT Service Desk SpecialistFully Remote • Phoenix, AZ 85050OverviewPosition Type Full Time Category Information TechnologyDescriptionThe IT Service Desk Specialist is the primary contact for all external offices regarding technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person, in writing, or over the phone while sitting at a desk for long period of time.At UHM, we understand diversity comes in many different forms. It's our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #U Belong AtUHM!Duties & ResponsibilitiesProvides support through astute troubleshooting methodologyAddress a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.Document each customer interaction in the ticketing system in a clear, concise, and understandable formatTrain customers to facilitate the future state of self-service, utilizing technologyResearch and resolve customer calls that require follow-upComplies with documented processes and works towards meeting expected service levelsMaintain accountability for incident prioritization and resolutionMonitor assigned incidents to ensure adequate and timely resolution in accordance with service levelsRespond to initial phone calls in a fast paced, help desk environmentProvide insight and recommendations to improve efficiency and workflowsQualificationsEDUCATION & EXPERIENCEHigh school diploma or equivalent1+ year of experience in help desk or related IT field1+ year of experience in field requiring customer service skillsFamiliarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices.SKILLS REQUIREDAbility to triage technical issues efficiently and effectivelyQuick to learn new technologies and applicationsKnowledge in relevant operating systems, languages, and environmentsGreat verbal and written communication skillsPositive working attitude, contributing as an individual and team member to accomplish goalsStrong analytical skills, decisiveness, and sound judgmentKnowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computersWilling and able to work occasional holidays, weekends, and eveningsAbility to manage time and adapt to changes in workflowThis employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.