IT Support Desk Technician (Onsite Roseville, CA)

POSITION OVERVIEW:  
This position is responsible for providing an outstanding level of customer services by providing direct IT support to internal and external staff and clients.

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

• Provide excellent customer service to internal and external staff and clients.
• Answer help desk phone and monitor ticket queues to provide timely response to customers.
• Manage individual ticket assignments and document resolutions.
• Handle escalations from team and determine root cause analysis of deep level issues
• Create and manage Active Directory user accounts and access control based on company policies.
• Administer and troubleshoot Office 365 accounts.
• Assist customers with setup, configuration and troubleshooting of hardware, software, and networking.
• Use remote assistance tools to support remote customers.
• Perform virus remediation and spyware detection and removal.
• Perform mobile phone management.
• Provide support for VMware Horizon View VDI environment.
• Use, teach, and troubleshoot standard supported software, including Windows 7-11 Pro operating systems, Microsoft Office applications (Excel, Outlook, O365, PowerPoint, Visio, Word, and Publisher) as well as Core Business applications (Byte Pro).
• Configure and support standard hardware, including laptops/desktops and thin clients.
• Create documentation, including processes and procedures, system documentation, and customer training aids.

PREFERRED QUALIFICATIONS AND EXPERIENCE:

• Minimum 3 years progressive experience installing and supporting all of the following: Windows (7, 8, 10, 11)  Windows Server 2003-2016, Active Directory, Microsoft Office, PC deployment, Antivirus management, Remote User Networking, VPN, TCP/IP troubleshooting, mobile device management, and VDI support.
• Outstanding customer service skills. Excellent written and verbal communication skills.  Analytical thought process.  Technical documentation.
• Ability to take on deep level tasks/issues and test/troubleshoot until root cause has been determined.
• Experience in the mortgage or real estate industry a plus.
• Office 365 SharePoint administration helpful.

SUPERVISORY RESPONSIBILITIES:
Direct Reports: N/A                                                       

PHYSICAL and ENVIRONMENTAL CONDITIONS:

Standard office environment, equipment and tasks, including work at a computer terminal.  This position requires partial sitting and walking throughout the day.  Employee must be open to work overtime to complete assigned tasks.

CMG pays a competitive base which ranges from $27.50 – $30.50 per hour. Factors that affect base salary may include: Number of years worked as an IT Support Desk Technician, types of roles performed, computer skills, customer service experience specific to working with mortgage lenders, and education.