PennyMac Sr Desktop Support Associate in Fort Worth, Texas

Requisition Number

18-0184

Title

Sr Desktop Support Associate

Department

End-user Computing Service

City

Fort Worth

State

TX

Job Description

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

Preferred Qualifications

  • 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