[Hiring] Helpdesk Technician @Lakeview Loan Servicing

Role Description

Lakeview is seeking a dedicated and tech-savvy Helpdesk Technician to join our dynamic team. In this role, you will play a key part in providing exceptional technical support to employees and helping ensure smooth day-to-day operations across the organization.

This position can be fully remote anywhere in the United States. Working hours will align with standard business hours in the employee’s local time zone. Technicians are also scheduled to work one weekend (Saturday and Sunday) per month as part of a rotating support schedule, and those hours are paid as overtime. The hourly pay range for this position is $24.00 to $28.00 per hour.

• Provide exceptional customer service by promptly answering inbound calls, resolving user issues through first-level troubleshooting, and managing Jira Service Management (JSM) tickets.
• Prioritize support requests based on impact and urgency, ensuring timely and effective resolution.
• Adhere to established service level agreements (SLAs) and document and track issues for resolution in JSM.
• Identify users and perform in-depth troubleshooting for various applications and systems.
• Triage complex tickets to higher-level IT support when necessary, ensuring seamless escalation and resolution.
• Proactively identify potential service interruptions or system outages, taking preventative measures to minimize downtime.
• Actively participate in IT projects and initiatives, providing technical expertise and support as needed.
• Handle user access provisioning and account administration requests efficiently and accurately.
• Provide reliable weekend support coverage on rotation, including voicemail and ticket queue management.
• Collaborate with training new Helpdesk agents, ensuring their knowledge and skills align with established procedures.
• Continuously analyze and improve Helpdesk processes and procedures to enhance efficiency and customer satisfaction.
• Collaborate with identifying opportunities for automation or streamlining of tasks to reduce manual effort and increase productivity.
• Collaborate with other IT teams to develop and implement best practices for incident management and problem resolution.

Qualifications

• 2+ years of experience in technical support or customer service.
• Strong understanding of IT systems and troubleshooting techniques.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Proficiency in using JSM or similar ticketing systems.
• Availability to work a rotating weekend shift.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Customer-focused mindset with a commitment to providing exceptional service.
• Strong attention to detail and accuracy.
• Ability to adapt to changing priorities and learn new technologies quickly.
• Ability to work under pressure and meet deadlines.
• Knowledge of networking and security concepts.
• Experience with a variety of hardware and software platforms.
• Experience with common operating systems (e.g., Windows, MacOS).

Physical Demands and Work Environment

• Regularly required to sit and use hands to handle, touch or feel objects, tools, or controls.
• Frequently required to talk and hear.
• Noise level in the work environment is usually moderate.
• Occasionally required to stand; walk; reach with hands and arms.
• Rarely required to stoop, kneel, crouch, or crawl.
• Must regularly lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, color vision, and the ability to adjust focus.

EEOC

Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.