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.
  • Excell