Job Description

POSITION SUMMARY:

The Desktop Support Specialist is responsible for providing maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Service Desk. The position is also responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assists IT staff with the delivery, installation, configuration and ongoing usability of desktop and laptop computers, peripheral equipment and software
• Maintains employees’ access on associated computer systems and/or phone/voicemail systems
• Assists employees with Smartphones, Laptops and Tablets
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Ensures desktop computers and users interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, conferencing systems, application servers and administrative systems.
• Works with senior IT staff to purchase hardware and software
• Assesses functional needs to determine specifications for purchases
• In Person, Phone, Email and Ticket support with onsite and remote employees
• Manages Ticket pipeline within stated SLA’s
• Performs other duties as assigned by management

ESSENTIAL KNOWLEDGE & SKILLS:

• Knowledge of principles, methods, and practices related to payroll activities
• Knowledge of accounting procedures and practices
• Able to exercise great initiative independent judgment
• High regard for confidentiality and ability to maintain confidential information
• Ability to manage several projects and tasks simultaneously
• Solid problem-solving and business acumen skills
• Willingness to work additional hours in order to meet tight deadlines
• Exceptional written and verbal communication
• Excellent customer service
• Highly organized, with exceptional attention to detail
• Able to thrive in a fast-paced environment

EDUCATION AND/OR EXPERIENCE:

• High School Diploma required
• Bachelor degree preferred (Information Systems, Business, Communications or related field)
• Minimum 3 years’ experience supporting Windows 7/8/10 desktop and laptop computers
• Minimum 3 years’ IT Customer Service Experience required
• Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop computers
• Experience installing software, patches and updates on Desktops, Laptops and Servers
• Experience troubleshooting basic network, software and printing problems
• Mortgage Industry experience preferred

MACHINES, OFFICE EQUIPMENT & SOFTWARE:

• Proficient in Microsoft Office applications
• Windows 7/8/10 desktop, laptop and tablet computers

Company Description

Rushmore Loan Management Services LLC (“Rushmore”) is a multi-faceted residential mortgage servicer located in Irvine, California, Dallas, Texas, Oklahoma City, Oklahoma and San Juan, Puerto Rico. The Rushmore umbrella includes our parent company and the capital markets arm of our organization which is located in Mid-Town Manhattan and our REO Disposition Company is headquartered out of Houston, Texas. Rushmore has a strong foundation and bright future with significant capital backing and is led by a talented and innovative management team. Rushmore is dedicated to providing outstanding loan servicing and customer support as part of our commitment to uphold ethical and honest business practices. Rushmore is a customer-focused organization that believes in providing the highest level of customer care. We treat all of our customers with respect, courtesy and integrity. We understand the importance of homeownership and believe that open and timely communication is a key to our outstanding service. We encourage all of our customers to visit this website to access loan information, make payments, download forms, or obtain answers to questions about your account.