What are the responsibilities and job description for the Centralized Help Desk Technician position at Lenderworks?
Description :
Lenderworks is currently seeking a Centralized Help Desk Technician to join our team of professionals in Fairfax, VA who you will provide IT support services to businesses in the Northern Virginia area.
You are our competitive advantage. Our team of innovators and seasoned professionals fosters an environment where our teammates and our clients can thrive. Since 2011, our innovative structure and unique market positioning has offered personal and professional development opportunities that are unrivaled in the industry. Whether you are just launching your career or are looking to enhance your experience, your future begins at Lenderworks®.
Lenderworks' mortgage services platform encompasses the areas of Secondary Marketing, Post Closing, Servicing, Compliance, Quality Control, Finance / Accounting, IT, Solutions Development and Business Systems.
Position Overview
The Centralized Help Desk Technician (CHD Tech) is responsible for efficiently resolving incoming client requests while delivering exceptional customer service. This role follows established workflows and collaborates with internal teams to support organizational goals and ensure seamless service delivery. Focused on executing daily operational tasks, the technician handles routine requests related to mortgage lender services and promptly escalates more complex problems to the appropriate teams. The CHD Tech is responsible for Tier 1 technical support, addressing routine IT requests playing a key role in providing Lenderworks' technology driven solutions. Fostering strong collaborative relationships across the organization and contributing to outstanding client outcomes. Your primary focus will be providing end-user troubleshooting and support to both internal and external users. You will provide support remotely from the office and on-site.
Job Responsibilities
- Service request intake and evaluation via ticketing system
- Issue resolution
- Escalation management
- Automation and process improvement identification
- Trend identification, analysis, and reporting
- Procedural adherence
- Deliver exceptional customer service.
- Serve as the first point of contact for incoming requests, ensuring accurate logging and prioritization via ticketing system.
- Evaluate requests for complexity, resolving simple issues independently and escalating complex cases to the appropriate team or department.
- Troubleshoot and resolve basic technical or operational issues in a timely and efficient manner.
- Monitor service ticket requests to ensure timely resolution and closure.
- Guide users through technical issue resolution in a clear and friendly manner, ensuring positive client experiences.
- Escalate unresolved or high-priority requests to appropriate teams, providing detailed documentation to ensure seamless handoffs.
- Provide insight and feedback to leadership for process refinement and strategic planning.
- Follow established protocols, ensuring compliance with operational standards and best practices documented in knowledge base.
- Contribute to maintaining and updating documentation for processes and workflows as needed.
- Identify recurring issues or inefficiencies and suggest opportunities for automation, process enhancements, or training.
- Collaborate with relevant teams to implement approved automation solutions.
- Embrace and embody Lenderworks' Guiding Principles.
Requirements :
Reporting Structure
The Centralized Help Desk Technician will report directly to the Service Operations Manager and has no supervisory responsibilities.
If you want to be part of a groundbreaking team that supports successful and profitable mortgage companies, then Lenderworks is the team for you!
Please see our website at www.Lenderworks.com
We are an Equal Opportunity Employer
No Phone Calls or Recruiters Please
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