IT Help Desk I

• Provide front line technical support for all technical user requests through email, phone and in person
• Respond to basic IT requests such as password resets, peripheral configurations, desktop/laptop/iPad/iPhone configurations, software installations, and hardware repair
• Support common enterprise software solutions including Microsoft Office 365 and Adobe suite
• Onboarding, including account creation, equipment provisioning, and new user training/onboarding meetings essential for the new employee to get started in their role
• Image hardware for new and existing users
• Maintain hardware inventory and stockroom
• Hardware decommissioning, repairs, and maintenance
• Identify reoccurring and/or advanced issues and direct them to the appropriate department for resolution
• Guide users through complex steps to resolve issues in a friendly and polite manner
• Maintain detailed notes and documentation
• Support and perform basic troubleshooting of Encompass, a mortgage management solution by Ellie Mae

• 2 years’ experience in corporate IT
• This position is mission essential and may require occasional night and weekend work. Participation in a rotating on call schedule is required (1 week, every 8 weeks)
• Knowledge of computer and/or network security systems, and security concepts
• Ability to install, configure and maintain personal computers, networks, and related hardware and software
• Exceptional troubleshooting skills
• Strong written and oral communication skills
• Strong customer service
• Reliable personal transportation

Desired:

• Associates or Bachelor’s degree in Information Technology related field
• IT Certifications (e.g. A+, Security+, Network+, Microsoft 365 fundamentals)
• Self-starter with excellent analytical and problem-solving skills, flexibility, good judgment, and the ability to coordinate multiple, concurrent tasks in an effective manner
• Ability to learn and support new systems and applications

Familiarity with the following applications and operating systems preferred:

• Office 365
• Active Directory
• Microsoft Intune/Autopilot
• Ticketing System (Spiceworks, ConnectWise, ZenDesk, etc)
• Remote Connectivity tools (LogMeIn, GoToAssist, ScreenConnect)
• Encompass 360/Encompass LOS, * Help desk: 1 year (Preferred)
• Customer Service: 1 year (Preferred)
• Office 365: 1 year (Preferred)
• Windows 10: 1 year (Preferred)

Referral program, 401(k), Health insurance, Paid time off, Vision insurance, Health savings account, Dental insurance, Flexible spending account Full-time Weekends as needed, Nights as needed, Rotating shift, On call 2677 Prosperity Avenue, Fairfax, VA 22031, * 401(k)

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

You are our competitive advantage. Our team of innovators and seasoned professionals fosters an environment where our teammates and our clients can thrive. Since 2011, our innovative structure and unique market positioning has offered personal and professional development opportunities that are unrivaled in the industry. Whether you are just launching your career or are looking to enhance your experience, your future begins at Lenderworks®.

Lenderworks’ mortgage services platform encompasses the areas of Secondary Marketing, Post Closing, Servicing, Compliance, Quality Control, Finance/Accounting, IT, Solutions Development and Business Systems.

Lenderworks is currently seeking a Help Desk Technician, located within a commutable distance to a Fairfax, VA office. Your primary focus will be providing end-user troubleshooting and support to both internal and external users., If you want to be part of a groundbreaking team that supports successful and profitable mortgage companies, then Lenderworks is the team for you!