System Support Administrator Tier 2 - President's Club & Corporate Deskside Support
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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 and Origination News than any other bank or mortgage company.
Location: Chicago
Responsibilities:
- Assist the top ~150 Sales people with technical support issues both on-site and remotely including 24/7 on-call rotation
- As a member of a 3 person team, provide deskside technical support to the Guaranteed Rate corporate office of ~400 people
- Identify high level issues and escalate them to the appropriate teams.
- Follow up on escalated issues until resolved
- Assist Infrastructure team with remotely troubleshooting network/systems outage in various branches
- Active Directory administration including user accounts management, user group and shares permissions
- Exchange administration – configure mailbox access, forwarding and troubleshoot email routing
- Keep peers and clientele informed of trends, significant issues, and unexpected delays to support requests
- Adhere to and recommend improvements to the operational environment based on a working knowledge (e.g., jobs, schedule, hardware,
- software, etc.)
- Contribute articles regularly or as applicable to Help Desk Knowledge base
Qualifications:
- Bachelor degree in Computer or Information Science, Technical School or equivalent experience preferred
- 3+ 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 with basic Mac support
- 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 including excellent bedside manner
- 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
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