Desktop Support Tech IFull time; Non-Exempt; 37.5 hours/week; Overtime as required.Location; Lake Zurich, IL, USDepartment: PC/LANDovenmuehle Mortgage, Inc. ( Dovenmuehle ) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.General Description: The position is responsible, primarily, for advanced technical support of desktop hardware and software. These responsibilities include (but are not limited to) software and PC hardware knowledge, desktop troubleshooting, hardware installation and configuration as well as after hours on-call monitoring of network alerts. Essential Functions and Duties:
- Facilitate maintenance of all hardware.
- Install, maintain, and support software loaded on personal computers and LAN.
- Interact with users daily with a strong focus on excellent customer service, to facilitate support with all aspects of software, hardware, or connectivity.
- Actively participate in disaster recovery plan as it relates to all aspects of the systems department.
- Perform PC and printer installations and moves.
- Actively monitor tickets, email, chat, and alerts for trouble.
- Install and maintain equipment in a Data Center and Office environment.
- Assist in the migration to Azure, enhancing and expanding our cloud capabilities.
- Maintain field laptops and other mobile devices, ensuring security and usability.
- Implement and follow security best practices in a regulated environment.
- Occasional travel between local offices as needed.
- Physical capability to perform tasks such as lifting and moving equipment.
- Successfully complete annual regulatory compliance training.
- Performs other related duties as assigned.
Required Qualifications:
- 1 to 2 years of experience in a level 1 help desk environment.
- Hands on experience using Windows 10 and 11 proficiently.
- Experience with Active Directory Administration and Outlook/Exchange Administration.
- Familiar with virtualization concepts.
- Basic understanding of Azure services such as Azure Active Directory (AAD), virtual machines, app services, and Azure storage.
- Familiarity with the Windows and macOS operating systems, laptop/desktop imaging, features, settings, troubleshooting, and configuration.
- Knowledge of Office applications (Word, Excel, PowerPoint, Outlook), Teams, OneDrive, SharePoint, and other Microsoft 365 products.
- Experience with tools like Jira Service Desk for managing support tickets.
- Hands on experience using Microsoft Remote Desktop for remote troubleshooting.
- Basic understanding of DNS, DHCP, VPNs, and Wi-Fi.
- Familiar with antivirus software, and endpoint protection.
- Knowledge of file storage, sharing, and collaboration.
- General understanding of backup strategies.
- Understanding of MFA methods and their configuration, commonly used with Azure Active Directory.
- Ability to understand and, support and adhere to data privacy regulations.
- Desktop Imaging Experience.
- Networking Knowledge including LAN connectivity and Internet connection issues.
- Print Server Administration.
- Hands On Hardware and software troubleshooting.
- SCCM (optional).
Physical Demands and Work Environment:The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment. In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.