End User Support Specialist

Job Description

Positon: End User Support Specialist

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Provide level 2&3 Service Desk and Desktop Support for end user at direct location and remotely when needed.
• Properly evaluate issues and escalate those that are problems.
• Maintain the integrity of the IT environment ensuring all standards and build requirements are being met.
• Serve as subject matter expert for all facets of end-user computers
• Provide critical support, mentoring, and guidance to the IT Service Desk.
• Create knowledgebase documentation, guides and how-to's to be utilized by the Service Desk.
• Provide peripheral support.
• Support telecom needs including MS Teams, Call Center Applications, and InTune.
• Identify and resolve problems with desktop software applications and systems management software distribution. Manage failed deployments, providing feedback to Desktop Engineering team.
• Ensure asset management guidelines are being followed, preserving computer inventory and surplus equipment.
• Maintain ample hardware levels at each location to accommodate for hires and break-fix request.
• Ascertain and repair connectivity issues.
• Maintain excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner.
• Accurately record, update and document requests utilizing the ITSM tool and any other duties as assigned by the company.
• Serve as the liaison between third party vendors and end users on any escalated end user issues.

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• College degree preferred.
• At least 4 years of equivalent related work experience.
• At least 2 years' experience working in a high call volume, time sensitive support environment for a large company, supporting users in Windows 10, office365 at a minimum of a Tier II level.
• Experience working in a team-oriented, collaborative environment.
• Basic knowledge of windows server, active directory, as well as Microsoft exchange server.
• Basic networking skills including TCP/IP, DNS and DHCP.
• Basic IT security knowledge.
• Good written, oral, interpersonal, and presentational skills.
• Ability to commence conversations with new people.

Training / Licensing Requirements:

• Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable

Work Schedule: (Only add if needed)

• General work schedule (for shift roles)
• This role is a shift position
• Must be able to cover additional shifts as needed

About Us

Onity Group Inc. is a leading non-bank mortgage servicer and originator providing solutions through its primary brands, PHH Mortgage and Liberty Reverse Mortgage.

PHH Mortgage, a subsidiary of Onity Group Inc., has been providing mortgage lending and servicing solutions since 1984 and is dedicated to maintaining responsible and ethical practices while delivering an exceptional customer experience. PHH offers industry-leading mortgage solutions for the entire mortgage lifecycle, including correspondent lending, MSR/Co-Issue, subservicing, commercial servicing, reverse mortgages and portfolio retention. We are one of the largest subservicers of residential mortgages in the United States and one of only two servicers in reverse mortgage lending.

At Onity Group Inc., we consistently deliver on our commitments to customers, clients, investors and colleagues through caring service, integrity and creative solutions. This Service Excellence philosophy is embraced by meeting service standards we call CARE, which stands for Caring, Accurate, Responsive and Empowered. We expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our CARE standards.

Onity Group Inc. is intensely focused on hiring, developing and retaining the best talent in the industry. Our commitment to Diversity, Equity & Inclusion ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit for details.