Job Responsibilities: The HelpDesk position is to provide direct support to staff on all company-supported applications, troubleshoot computer problems, determine the source of errors, and advise on appropriate action. The Helpdesk creates, manages, and terminates all users’ access to systems. • Remains visible at the Help Desk and available to users requiring technical assistance. • Answers users’ questions in person and via phone, e-mail, and helpdesk ticketing system on all company-supported applications. • Uses remote desktop services to control and fix users' computers. • Troubleshoots to determine computer problems (hardware, software, user access, etc.) • Advises users on appropriate actions to take to resolve technical issues. • Learns fundamental operations of commonly used software, hardware, and other equipment. • Creates and manages different access levels within multiple applications for all users. • Documents resolutions for future reference. • Performs hardware and software installations as well as end-user desktop configuration. • Provides on-the-job training to new department staff members. • Works on special projects that fall outside of the day-to-day tasks as outlined by management when needed. Qualifications: • High school diploma or equivalent. • Good interpersonal skills and ability to work well with others. • Ability to provide technical support over the phone with a professional demeanor even when stressful situations arise. • Experience in customer service. • Ability to multi-task, handling constantly changing flow of traffic. • Ability to remain productive during slow times and with or without direct supervision. • Working knowledge of common operating systems and software applications. • Knowledge of Microsoft Office applications as well as company-supported applications like Encompass 360, etc. • Ability to learn and support new applications. • Basic network topology and connectivity understanding. Preference: • Background knowledge of the mortgage industry. • Certifications (A , Network , MCP).