IT Support Desk Technician (On-Boarding Specialist)

Position Summary

CMG Home Loans is seeking two IT Support Desk Technicians – Onboarding Specialists to join our IT team. This role is responsible for delivering exceptional customer service while providing technical support to internal and external users. The primary focus of the position is supporting employee onboarding, account provisioning, access management, and day-to-day help desk operations to ensure a seamless technology experience for all users.

Must be able to work Pacific Time 7-4 or 8-5

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Deliver exceptional customer service and technical support to internal and external users.
• Respond to help desk inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Monitor and manage support ticket queues, ensuring prompt resolution and accurate documentation.
• Escalate complex technical issues to appropriate support teams when necessary.
• Create, modify, and manage Active Directory user accounts and permissions in accordance with company policies and security standards.
• Provision and support Office 365 user accounts, including troubleshooting access and application issues.
• Coordinate and execute new hire onboarding activities, including account creation, system access, hardware deployment, and user orientation.
• Configure, deploy, and support desktop and laptop hardware, thin clients, mobile devices, and related peripherals.
• Assist users with the installation, configuration, and troubleshooting of hardware, software, and network connectivity issues.
• Provide remote support using approved remote assistance tools.
• Perform malware, virus, and spyware detection, remediation, and prevention activities.
• Administer and support mobile device management solutions.
• Provide support for AVD virtual desktop infrastructure (VDI) environments.
• Support and troubleshoot Microsoft Windows operating systems and Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, Visio, Publisher, and Microsoft 365.
• Support and troubleshoot core business applications, including BytePro.
• Develop and maintain technical documentation, procedures, knowledge base articles, and user training materials.

Qualifications and Experience

• Minimum of three (3) years of progressive experience supporting enterprise desktop environments, including:
  • Windows 10 and Windows 11 operating systems
  • Windows Server environments
  • Active Directory administration
  • Microsoft Office and Microsoft 365
  • PC deployment and lifecycle management
  • Endpoint security and antivirus solutions
  • Remote user support and VPN connectivity
  • TCP/IP networking and troubleshooting
  • Mobile device management (MDM)
  • Virtual desktop infrastructure (VDI) support
• Strong customer service orientation with the ability to build positive relationships with users at all levels of the organization.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and troubleshooting abilities.
• Experience creating and maintaining technical documentation and process guides.
• Experience in the mortgage banking, lending, or real estate industry is preferred.
• Experience with Microsoft 365 administration, including SharePoint, is a plus.

Preferred Skills

• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team environment.
• Commitment to maintaining high standards of security, confidentiality, and professionalism.

SUPERVISORY RESPONSIBILITIES: Direct Reports: N/A

PHYSICAL and ENVIRONMENTAL CONDITIONS:

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

Base Compensation Information – For residents of the states of CA & CO, and for NY + other areas requiring disclosure:

CMG pays a competitive salary which ranges from $70,000 to $80,000 plus OT as needed. Factors that affect base salary may include: IT Tech Support experience, overall knowledge, number of years worked in mortgage industry, types of roles performed, computer skills, experience specific to working with mortgage lenders, and education.