IT Service Delivery Field Technician

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The IT Service Delivery Field Technician is a customer-focused technical expert responsible for delivering high-quality customer service support and infrastructure services to retail branch locations and corporate users. This role emphasizes end-user support, VoIP and network infrastructure, and coordination with external vendors to ensure reliable IT operations. The ideal candidate brings strong technical skills, excellent communication, and a proactive approach to service delivery in a fast-paced, multi-site environment.

Compensation

This role is a non-exempt position with a targeted salary range of $27.07/hour to $38.07/hour.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• End-User & Phone Support -


• Provide phone support via our contact center either scheduled, based on volume or as needed for end users across the organization, troubleshooting hardware, software, and connectivity issues.


• Deliver exceptional customer service through phone, remote, and on-site support.


• Manage service desk tickets, ensuring timely resolution and proper escalation when needed.


• Support users onsite with IT systems, tools, and document support procedures and resolutions.


• Manage IT service requests from field offices, end users and management.


• Provide A to Z customer service handling all requests without prejudice.


• Retail Branch Infrastructure -


• Working with Sr. Techs, management and team helping configure, deploy, and support for firewalls, switches, and wireless access points at branch locations.


• Coordinate with team helping with vendors and internet service providers (ISPs) for new installations, upgrades, and troubleshooting.


• Troubleshoot and support VoIP phone systems, including moves, adds, changes, and vendor escalations.


• Assist with the setup, relocation, and closure of retail branches, ensuring all IT infrastructure is installed and tested.


• Maintain accurate inventory of IT assets and ensure compliance with company standards.


• Implementation & Project Support -


• Participate in the planning and execution of IT infrastructure projects, including network upgrades and system rollouts.


• Collaborate with internal teams and external vendors to ensure successful implementation of IT solutions.


• Conduct testing and validation of new systems and configurations.


• Provide post-implementation support and training to ensure smooth adoption.


• Other duties as assigned.

Qualifications

• Bachelor's Degree directly related to the position or equivalent, preferred.


• Bachelor's Degree in Information Technology or related field.


• Minimum three years experience in IT support, service delivery, or infrastructure implementation.


• CompTIA Network+, Cisco CCNA, Meraki CMNA, VOIP are a plus.


• Ability to organize and manage multiple priorities simultaneously.


• Strong knowledge of Meraki networking, Cisco switching, VoIP systems, and Windows environments.


• Experience supporting retail or multi-site environments is highly preferred.


• Excellent troubleshooting skills across hardware, software, and network layers.


• Strong customer service orientation with the ability to communicate clearly and professionally.


• Experience coordinating with ISPs, telecom vendors, and low-voltage cabling contractors.


• Familiarity with ITSM tools (e.g., Freshservice, Zendesk) and ticketing workflows.


• Excellent verbal and written communication skills required.


• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.


• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.


• Commitment to company values.
  
  
  
  • Customer Service - Proactive attention to each person.
  
  
  • Integrity - Do and say what's right.
  
  
  • Respect - Treat others with dignity.
  
  
  • Collaboration - Listen and work together.
  
  
  • Learning - Seek knowledge and strive for improvement.
  
  
  • Excellence – Deliver the unexpected.
  
  
  
  

Supervision

Job Scope:  Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances.

Complexity:  General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach.

Impact:  Decisions and actions primarily impact own work with limited impact on peers in their area, contributes as team member rather than leader.

Interaction/Supervision:  Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications.

Requirements

• The position requires the ability to occasionally move office equipment and supplies weighing up to 20 pounds for various office needs.


• Work is primarily active; mobility in an office setting, server rooms, moving/carrying computer equipment.


• Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.


• Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.


• Office environment – moderate noise, no substantial exposure to adverse environmental conditions.


• Travel 50-70%


• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.


• Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.


• Work is primarily performed during the business week, Monday - Friday.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: ITSER018274