Desktop Support Technician II

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. 

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

The Desktop Support Technician provides comprehensive technical assistance to end-users, ensuring they have the tools and support needed for a productive work environment. This includes resolving technical issues, optimizing workstation performance, and proactively addressing potential problems. The Desktop Support Technician will serve as a key resource for employees, providing timely and effective solutions while contributing to a positive user experience.

Responsibilities

• Support and Troubleshooting:

  • Provide timely and effective support to end-users via phone, email, ticketing system, and in-person assistance.

  • Diagnose and resolve hardware, software, and network connectivity issues.

  • Prioritize and manage daily workload according to established procedures.

• Proactive Measures:

  • Analyze support trends to identify recurring problems and implement preventative solutions.

  • Create and maintain knowledge base documentation for self-service support and efficient issue resolution.

  • Contribute to the ongoing improvement of IT processes and documentation.

• Customer Service and Communication:

  • Build and maintain positive relationships with customers and colleagues through clear and effective communication.

  • Set clear expectations and ensure timely resolution of requests in accordance with service level agreements.

  • Utilize the ServiceNow knowledge management system to optimize troubleshooting and support processes.

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred

• Networking: Solid understanding of networking concepts and protocols (TCP/IP, DNS, DHCP).

• Virtualization: Experience with virtual desktop infrastructure (VDI) environments, specifically within Pennymac.

• Mobile Device Management: Proficiency in using Meraki to manage and troubleshoot mobile devices.

• Security: Familiarity with Pennymac's endpoint security tools (CrowdStrike, Sophos).

• Cloud Computing: Basic understanding of Pennymac's AWS solutions.

• Productivity Suite: Experience with Google Workspace administration, including user management, monitoring, and troubleshooting.

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. 

Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. 

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: 

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave 
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement 
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range - Building skills and experience in the role
• Mid-range - Experience and skills align with proficiency in the role 
• Higher in range - Experience and skills add value above typical requirements of the role 

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. 

Salary : $50,000 - $75,000