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Help Desk Associate

Company: PennyMac Financial Services, Inc.
Location: Scottsdale
Posted on: April 8, 2021

Job Description:

Overview The Help Desk Associate provides remote IT support to end users on a variety of issues. Job Description Identifies, researches, and resolves technical problems, including complex issues, in a call center environmentResponds to telephone calls, email and personnel requests for technical support.Documents, tracks and monitors the problem to ensure a timely resolutionParticipates in queue management tasks to preserve Service Level AgreementsRelies on experience and judgment to plan and accomplish goalsAbility to perform complicated/sensitive tasksA wide degree of creativity and latitude is expectedAble to create documentation for others to followPerform other related duties as required and assignedDemonstrate behaviors which are aligned with the organization's desired culture and values Ideal Candidate will have the following: Familiar with a variety of the IT concepts, practices, and procedures, including AD and VMWare administrationHas advanced troubleshooting and resolution skillsHas experience in supporting a virtual environmentMay require an associate's degree in a related area and 3-5 years of experience in the field or in a related area.Has World Class call center experienceFamiliar with Service Level AgreementsMust be highly proficient in Excel and WordMust be a team player with strong attention to detail and able to work independentlyProven track record at delivering timely and accurate information in a fast-paced environmentExcellent critical thinking, problem solving, mathematical skills and sound judgmentFinancial Services and, if possible, mortgage industry experience preferredStrong business acumen and ability to interface with executive management Years of Experience: 3 Education: High School Diploma/GED

Keywords: PennyMac Financial Services, Inc., Scottsdale , Help Desk Associate, Other , Scottsdale, Arizona

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