Sr. IT Support Analyst
Mutual of Omaha Mortgage
Full-time
Remote
$50,000 - $60,000 USD yearly
Position Overview
Sr. IT Support Analyst is responsible for providing second level help desk support and assist in delivering a stable and reliable end-user computing environment which supports the companies' business goals and objectives. This position will work with a team who manages the design and support of all end-user facing IT operations. This position will assist with deployments of applications and hardware and end-user management.
An excellent Sr. IT Support Analyst must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The Analyst must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Ability to resolve support tickets ranging from printer issues, to email and Office issues, to basic user administration
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Basic understanding of network concepts: TCP/IP, LAN/WAN, DHCP, DNS technologies
- Act as point of escalation for junior level analysts
- Direct unresolved issues to the next level of support
- Provide accurate information on IT products or services
- Work alongside senior team members making sure the organization is supported with accurate, efficient, effective and productive tools, ensuring systems are stable and secure.
- Identify and suggest possible improvements on procedures
- Create help desk tickets and assist in prioritizing tickets
- Record events and problems, and their resolution in ticketing system
Requirements:
- BS/BA in IT, Computer Science or relevant field, a plus
- Strong working knowledge of Microsoft Windows, computer hardware and peripherals, basic M365 Administration, and MS Office Suite
- Strong understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Ability to work in a fast-paced and high demand environment
-
Creativity in problem solving
- Microsoft cloud platforms
- Ticketing system administration
- Remote support applications
- Knowledge base implementation
- Mac OS support
Company Overview:
Mutual of Omaha is a Fortune 300 Company. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.
Mutual of Omaha Mortgage is a full service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs please review and apply for our opening below!
We offer an extensive compensation package. Benefits include Medical, Dental, and Vision insurance, company paid life insurance, 401K with a generous employer match and additional benefits such as Free Legal Services and an Employee Loan Program. Mutual of Omaha Mortgage is an Equal Opportunity Employer and we encourage diverse, talented, qualified applicants to apply.