IT Service Desk Analyst I - Remote

Overview

The IT Service Desk Analyst I is responsible for providing onsite first level support to users of desktop, laptop, phone, printer, and mobile technology devices at CrossCountry Mortgage.

In Short

• Provide onsite, in-person technical support to all CCM employees.
• Document steps taken for resolution in a timely manner.
• Diagnose and resolve hardware related issues efficiently.
• Support VPN and VoIP related issues for remote staff.
• Coordinate with team members and other service support groups.
• Maintain standard SLA response rates for outstanding issues.
• Assist with brief application deployments as directed.
• Create and follow technical documentation and knowledge articles.
• Support IT Leadership in advancing technology initiatives.
• Ensure effective communication and troubleshooting skills are utilized.

Requirements

• Associate degree in computer science or 2 years’ equivalent work experience.
• At least 2 years’ providing direct support to employees or customers.
• A+, Net+, or similar certification preferred.
• Effective communication skills.
• Familiarity with Windows, Office, and general networking.
• Experience working within a ticketing system.
• Familiarity supporting Mac OS X desktops and laptops.

Benefits

• Competitive compensation plan.
• Robust benefits package including medical, dental, and vision.
• 401K plan.
• Company-provided short-term disability.
• Employee assistance program.
• Wellness program.