Information Technology Help Desk Technician

JOB TITLE : IT Help Desk Technician

DEPARTMENT / COMPANY : Shared Services - IT

REPORTS TO : TBD

FLSA STATUS : Exempt

TYPE (Full-time / Part-time / Contractor) : Full-time

Position Overview :

The IT Help Desk Technician is responsible for providing friendly and efficient customer support, technical troubleshooting, ticket management / documentation, user training, system monitoring, and software installation / configuration assistance to our 150+ hybrid and remote users.

Company Overview :

PHOENIX ( is an industry leading advisor and expert in trading, analytics, and operational support services to the mortgage banking / financial services sector.

After more than two decades of industry leadership, PHOENIX has successfully managed over $800 billion in MSR transactions since 2013 and provided analytic solutions to a majority of the Top 20 banks and mortgage servicers.

Diverse business-lines offer high-touch trading advisory and valuations / analytics for mortgage servicing rights and whole loans, in addition to mortgage servicing oversight / QC and loan level due diligence.

Our team members integrate a comprehensive understanding of tailored client objectives, accumulated market intelligence, policy insight, and unwavering customer service to forge deep and durable relationships across the industry.

Responsibilities :

Provide timely support and accurate responses to technical issues through multiple channels (in-person, phone, email, chat, etc.

for onsite and remote colleagues.

• Diagnose, prioritize, and resolve technical issues related to computer systems, hardware / software, and network.
• Log all help desk interactions, prioritize incidents based on urgency and impact, and escalate issues as necessary. Maintain detailed records and documentation of incidents, solutions, and procedures.

Note trends and advocate for system / process improvements.

• Assist users in understanding software / hardware and systems.
• Monitor and maintain computer systems and networks for 24 / 7 up-time.
• Install, configure, and update software and applications.

Qualifications :

• Understanding of computer systems, networks, and other related technologies. Proficiency in operating systems (Windows, macOS, Linux) and common software applications.
• Strong attention to detail.
• Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users. Set and update expectations for all relevant stakeholders as issues arise.
• Strong troubleshooting and problem-solving skills to resolve issues effectively and efficiently.
• Patient, courteous, and customer-focused approach to handling support requests with users of varying technical ability.
• Ability to manage multiple tasks and prioritize work based on urgency and impact.
• Consistently exhibits the highest levels of professionalism, integrity, customer service, and teamwork.

Preferred Skills / Education :

• Relevant certifications & / or related education, including proficiency in Windows, Microsoft Office, and general computer usage.
• Basic understanding of networking, VPN services, and cloud systems.
• 1-5+ years of previous experience and / or related education in a help desk or technical support role.
• Familiarity with remote support tools and software.

Other Requirements :

• Be able to spend prolonged periods sitting at a desk working on a computer
• Ability to safely lift and move heavy equipment
• Occasional on-call and after-hours work required

Details

• Work onsite in our downtown Denver, CO office with sweeping views of the Colorado Rockies
• Remote work permitted at the manager’s discretion for high-performing candidates with an approved, remote work environment
• Competitive benefit package, including health, dental, vision, 401(k) with discretionary employer match, etc.

Phoenix is committed to the principles of equal employment and will provide reasonable accommodations to all qualified individuals so that they may perform the essential functions of their job position, provided this does not create an undue hardship on the company.

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