Service Desk Technician

At Spring EQ, it is our mission to empower homeowners and buyers to achieve and maximize the value of homeownership in a simple, fast, and ethical manner. Our values are to

• Be kind and treat all people - teammates, customers, and vendors - with respect and consideration
• Be adaptable and embrace change
• Be accountable and take responsibility and deliver the effort to fully complete the task
• Be better and strive for continuous improvement in ourselves, our team, and the company for our customers
• Be part of the solution and solve problems, find the answers, and collaborate
• Work hard, have fun, and get things done, Spring EQ is seeking a Service Desk Technician to join its growing technology team. The Service Desk Technician’s primary responsibilities will be to offer technical support and assistance to users of software, hardware, or other computer systems utilized by Spring EQ. The Spring EQ Service Desk mission is to facilitate value creation for our customers and partners through direct and indirect support of our critical business functions. The successful applicant will bring great troubleshooting skills, an ability to apply established best practices, with a customer focused attitude., * Acknowledge, validate, and document IT service requests within Spring EQ’s service management system.
• Perform basic hardware and software installation and troubleshooting.
• Ensure a great user experience and high satisfaction through white glove support practices and serving as the first point of contact for user generated queries.
• Triage problems by identifying the information needed, considering multiple sides of the issue, and creating a logical plan of action.
• Maintain Spring EQ’s IT Asset management system.
• Maintain user licensing for various internal and external systems.
• Maintain and create user documentation within Spring EQ’s knowledge management system.
• Follow established policies and procedures with a high level of accuracy and attention to detail.
• Assist the Technology department in Change enablement, Incident management, Information security, Continual Improvement, and Problem management practices.
• Support the Service Desk Manager in achieving Service Desk team objectives.
• Cooperate with Tier 2 support team members on requests related to their specific value streams.
• Continually develop relevant skills and competencies

Required Skills/Abilities

• Good understanding of computer operating systems, mobile devices, and software applications
• Basic understanding of Active Directory and Azure AD
• Ability to diagnose and resolve basic technical issues.
• Ability to communicate clearly and effectively.
• Effective Time Management and Organization skills are crucial in this role.
• Knowledge Management skills
• Ability to remain focused and communicate under pressure.
• Self-motivated learner, * High school diploma or equivalent required.
• Knowledge of the mortgage industry a plus
• 1-2 years’ experience working in help desk environment
• Experience working with Microsoft Windows 11 Operating System
• Experience working with & troubleshooting Microsoft 365 applications (Teams, Excel, OneDrive, Outlook, Authenticator)
• CompTIA A+ or equivalent certification and MacOS experience are a bonus.
• Atlassian administration experience is also a bonus.

Healthy work-life balance., * Are you currently authorized to work in the United States on a permanent, unrestricted basis without current or future employer sponsorship or involvement?

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, * 401k Company Match
• Annual Charitable Matching Gift Program
• Commuter Benefits
• Company Holidays
• Credit Union Membership
• Dental Insurance
• Dependent Care Plan
• Disability Insurance
• Employee Assistance Program
• Life Insurance
• Medical Insurance
• Paid Time Off Plan
• Vision Insurance
• Weekly Non-Management Dinner Benefit

Spring EQ is a national home equity lender providing flexible and tailored financing solutions directly to consumers with a national network of experienced brokers and partners. Since its founding in 2016, Spring EQ is among the fastest growing and highest-rated home equity financing partners in the United States. Spring EQ offers a broad range of home equity products and delivers a simple and streamlined process that results in faster funding, trustworthy loans, and less frustration for consumers today. To learn more about Spring EQ, visit www.springeq.com.