Desktop Support Specialist

Summary:

• Provides “Tier Two” support to end users on a variety of IT-related issues. Identifies, researches, and resolves simple to complex technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem, start-to-finish, to ensure a timely resolution.
• Duties include installation, configuration and maintenance of wokstations, operating system, business applications for the local office, remote offices and remote employees in the United States, Mexico and Canada locations.

Primary Responsibilities:

• Execute, document, and maintain desktop security standards as per IT security policies. Including the ability to configure AD group policies to aid in deployment across the enterprise.
• Acquisition, configuration and deployment of PC desktops for staff members. Maintain OS and application patches with management software to apply all patches withing 30 days of release.
• Develop and Maintain process for imaging of new equipment for deployment across the enterprise. Including process for upgrading current versions of Microsoft Windows as new versions are released and for reimaging current equipment as needed.
• Advanced PC and Windows 10 troubleshooting including (NOT an exhaustive list) Active Directory account creation for Internal and External users, email and voicemail setup, password security (lock-outs, password resets), operating system and registry of Windows 10 issues, all standard company software applications (3rd party and internal), multi-browser configuration (security settings, certificates, etc.), file share access (map/re-map network drives), installation and configuration of device drivers (printer, video, audio, etc.) and remote/VPN access. Timely monitoring of account lockout email report.
• Enterprise anti-virus software installation, configuration, patching and updating as well as diagnosis and triage of any detected /quarantined virus, malware, spyware, etc.
• Monitor software installations on corporate resources to validate the installation of only approved software and remediate/remove any instances of rogue software.
• “Tier Two” support for all Help Desk requests, including PC, Thin Clients, Virtual Desktops, Printers, facility, LAN and phone issues. If the issue is outside his/her expertise or area of responsibility, or he/she is unable to resolve the issue in a timely-manner, immediately escalates the support request to the appropriate IT staff member for resolution. Assist in “Tier One” tickets as needed.
• Tracks all Help Desk requests through to completion. Maintains current status of, and updates information in regards to support tickets within the Help Desk tracking system.
• Maintain communication to end-user on all support tickets until the problem is resolved and the support ticket is closed. Insures that the Director IT Operations is kept up-to-date on the status of any outstanding, non-routine/critical support requests.
• Responsible for keeping accurate record of, and maintain control of computer equipment inventory and initiate PO and orders when needed/requested.
• Maintain and update Visio Floor plans of employees.
• Responsible archiving and safeguarding termed employees email off the email server.
• Configure and setup equipment for employees on the Work-from-Home program.
• Ability to use Teams and WebEx for one on one help or instructions.
• Maintain Help Desktop knowledgebase and how-to documents in company held desk system. Interface with onsite repair vendors.
• Additional responsibilities and activities as assigned by the IT Management and the Director of IT Operations.

Position Requirements :

• Moderate to high degree of complexity, generally operating from established policies and procedures. Performs duties independently with minimal supervision. Performs a variety of tasks and relies on extensive experience and judgment to plan, prioritize and accomplish goals, ability to multi-task a plus.
• Associate’s degree or equivalent experience in management information systems, computer science, business, or a related discipline.
• Expecting 5 years experience in a comparably sized Help Desk environment.
• Mastery of PC technology, including hardware and software, VMware, operating systems, applications and networking.
• Strong knowledge of MS Active Directory, Outlook/Exchange, Office 365 applications suite, and Windows 10 OS
• Experienced and fluent working with Help Desk support and inventory tracking software. Excellent customer service skills.
• Strong written, verbal (face-to-face and telephone), analytical and interpersonal skills.
• Ability to prioritize competing tasks in a fast-paced environment.
• Project management skills.

Soft Skills:

• Excellent verbal and written communication skills.
• Ability to operate well under pressure.
• Flexibility to adapt to changing environments.
• Sound decision making ability.

Company Overview As a fintech leader, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary strategic services and our goal is to empower companies to accelerate business, drive compliance, and maximize service. Founded in 1986, purchased by current CEO, David Johnson, in 2008 Privately owned by Stone Point Capital, Vervent Management and other passive investors. Lines of Business:

• Primary Servicing – Loan, Credit Card & Lease
• Capital Markets Services – Backup Servicing, Verifications,
• Collateral Management, Structured Settlements, etc.
• Credit Card Programs – within the Vervent Card Division we offer a) Captive Credit Card Programs (secured and unsecured) b) Managed Card Services

Global Service Operations supports all divisions to facilitate servicing and card program management Clients include consumer and small business “marketplace” lenders, finance companies, leasing companies, insurance companies, captive finance companies, alternative capital providers, consumers and banks Vervent services ~$150 billion in assets as a primary and backup servicer. It also manages ~1 million consumer credit cards. Locations : San Diego, Baja, Portland, Sioux Falls, Philippines, India