Guaranteed Rate is changing the way people buy homes. In 2015, we introduced the Digital Mortgage SM solution, enabling people to get approved for a loan online in less than 30 minutes. With our low rates and dedication to customer success, we quickly became the eighth largest retail mortgage lender in the country.

System Support Administrator at Guaranteed Rate
 Job Description

Guaranteed Rate is one of the ten largest retail mortgage lenders in the U.S. The company has become The Home Purchase Experts® by offering industry-leading self-service tools and low rate, low fee mortgages through an easy-to-understand process and unparalleled customer service. Headquartered in Chicago with approximately 2,500 employees in 175 offices across the U.S. and licensed in all 50 states, Guaranteed Rate has helped hundreds of thousands of homeowners with more than $65 billion in home purchase loans and refinances since 2000. Guaranteed Rate was ranked No. 1 in Scotsman Guide’s “Top Mortgage Lenders 2013” honors, and was recognized by Inc. magazine as the No. 4 private company job creator in the U.S. in 2013.

Guaranteed Rate has been able to expand successfully nationwide through a business model that allows top originators to join the company and close more loans faster through its technology, pricing, process and support. The company now has more top loan originators in the annual national rankings from mortgage industry publications Mortgage Executive, Scotsman Guide andOrigination News than any other bank or mortgage company.

We are currently seeking hard-working, dedicated System Support Administrators in Chicago and Schaumburg , IL to join our innovative and passionate Help Desk team.

Locations:

  • Schaumburg and Chicago, IL

Responsibilities:

  • Answer ACD Help Desk calls from GR employees and log a ticket for every call
  • Log/document all inquiries reported to the GR Help Desk, with the goal of resolving as many on first contact as possible, but then escalating to next level support as necessary
  • Follow-up on previously reported cases which have been escalated to other support teams to ensure they are being responded to and resolved in a timely manner
  • Keep peers and clientele informed of trends, significant issues, and unexpected delays to support requests
  • When applicable, perform desk side support in local office for problems that were not resolved over the phone and/or for machines shipped in for repair
  • Perform level one software support and administration for third-party products.
  • Troubleshoot basic problems with supported systems and applications - identify, explain and resolve problems
  • Adhere to and recommend improvements to the operational environment based on a working knowledge (e.g., jobs, schedule, hardware, software, etc.)
  • Maintain standard operating processes and procedures
  • Assess and provide support in a dynamic environment
  • Perform Saturday coverage on a rotational basis
  • Contribute articles regularly or as applicable to Help Desk Knowledgebase

Qualifications:

Bachelor degree in Computer or Information Science, Technical School or equivalent experience preferred

  • 2+ years’ work experience in a first level IT Help Desk role
  • Experience in relevant Microsoft technologies, including Active Directory, Exchange 2007, Office 2007/2010/365, SharePoint and Remote support tools
  • Experience in Microsoft Windows Operating Systems including Windows XP, Vista, Windows 7 (Windows 8 would be a plus)
  • Experience in configuring/troubleshooting basic desktop and laptop PC hardware including swapping hard drives, adding RAM, and installing/configuring monitors
  • Experience in basic Networking troubleshooting skills including LAN, WAN,TCP/IP addressing, subnetting, and routing concepts, including wireless
  • Service oriented mentality with a strong customer focus
  • Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences
  • Strong problem solving abilities with the ability to use sound judgment when escalating incident and problems
  • Strong ability to multitask while taking live ACD phone calls, may require handling several remote sessions with different users at the same time
  • Be flexible with shift hours to allow for ample Help Desk coverage when others are out of the office.

Guaranteed Rate is an Equal Opportunity Employer that welcomes and encourages all applicants to apply regardless of age, race, sex, religion, color, national origin, disability, veteran status, sexual orientation, gender identity and/or expression, marital or parental status, ancestry, citizenship status, pregnancy or other reason protected by law.

Please Email your Resume/CV to [email protected] with the Job Title in the subject line.
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Company Reviews

Guaranteed Rate is my creative outlet. The culture is high energy and I’m encouraged to make waves by thinking big. There’s nothing more rewarding than seeing one of your ideas come to life.
Karin Straehl
Vice President of Customer Success
at Guaranteed Rate
The lines of communication are always open at Guaranteed Rate. I can reach out to anyone from CEO on down to get my questions answered. This way I’m able to ship new features/apps quickly.
Peter Tucker
Senior Software Engineer
at Guaranteed Rate
Guaranteed Rate moves fast and we learn a lot. Thanks to an openness to new technology, we often go from business needs to shipping and improving a minimal viable product within weeks. 
Ilya Bernshteyn
Software Engineer
at Guaranteed Rate
Guaranteed Rate has brought me opportunities and challenges like never before. My skill set has never grown faster.
Vinson Gracia
Senior Software Engineer
at Guaranteed Rate
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Please Email your Resume/CV to [email protected] with the Job Title in the subject line.
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Why work with us
Guaranteed Rate is changing the way people buy homes. In 2015, we introduced the Digital Mortgage SM solution, enabling people to get approved for a loan online in less than 30 minutes. With our low rates and dedication to customer success, we quickly became the eighth largest retail mortgage lender in the country.
Culture
We firmly believe in having a company culture that emphasizes career development combined with individual wellness. In fact, we’ve won numerous awards for it, including Chicago Inno’s “Coolest Company” recognition and being named one of Chicago Tribune’s “Top Workplaces.” We work hard, but love to have fun, too!
Perks & Benefits
Health and transportation benefits
401K match
Happy hours
5,000 square foot roof deck at corporate office
Creative workspaces designed to facilitate collaboration
On-site gym
Game room
Yoga and CrossFit classes
Onsite nurse practitioner
Healthy meals prepared by an onsite chef
Free monthly massages
Free turkeys for employees around winter holidays

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