PennyMac Sr Desktop Support Associate in Fort Worth, Texas
Sr Desktop Support Associate
End-user Computing Service
Provides remote IT support to end users on a variety of issues.
Identifies, researches, and resolves technical problems, including complex issues, in a call center environment
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks and monitors the problem to ensure a timely resolution
Participates in queue management tasks to preserve Service Level Agreements
Relies on experience and judgment to plan and accomplish goals
Ability to perform complicated/sensitive tasks
A wide degree of creativity and latitude is expected
Able to create documentation for others to follow
Performs other related duties as required and assigned
Demonstrates behaviors which are aligned with the organization’s desired culture and values
3+ years of relevant work experience in a Help Desk capacity
Has knowledge of commonly-used concepts, practices, and procedures within IT support.
Familiar with a variety of the IT concepts, practices, and procedures, including AD and VMware administration
Has advanced troubleshooting and resolution skills
Has experience in supporting a virtual environment
Has World Class call center experience
Familiar with Service Level Agreements
Capable of thinking outside of the box in order to resolve complex issues
Excellent written and verbal communication