Sr. Regional IT Service Technician at Guild Mortgage Company in Overland Park, Kansas

Job Description:

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Senior Regional IT Service Technician plays an important role in the organization by performing a number of tasks related to the company’s information technology functions. The role is primarily responsible, under intermittent supervision, for overseeing Regional Branch office staff with the set-up and technical support of computers, applications, and related technology. Support may include, but is not limited to, specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Essential Functions

• Discover branch IT needs and communicate with IT Project manager on solutions and concerns.


• Serve as Subject Matter Expert (SME) for regional information technology processes and solutions.


• Plan, organize, coordinate, and report performance of assigned IT projects.


• Function as project Lead on key IT initiatives, as assigned.


• Train and mentor Regional IT Service Technicians and Desktop Support Specialists.


• Display ability to handle advanced networking with regards to troubleshooting and configuration of firewalls, WiFi access points, switches, cabling, 3rd party venders, services and their hardware


• Extensive knowledge of our proprietary systems, configuration and troubleshooting.  


• Work with IT Service Desk and Network Operations staff as appropriate leading the process to determine and resolve problems received from clients.


• Help prioritize day to day tasks based on past experiences that arise in the regions.


• Interact with numerous computer platforms in a multiple-layered client server environment.


• Train and orient staff on the use of hardware and software.


• Perform upgrades on systems to ensure longevity.


• Install, configure and recommend copiers, printers, and other peripheral devices.


• Complete FSR requests for PC hardware, including processing inventory, packaging, and shipping items.


• Manage region IT computer inventory.


• Manage ticketing systems tickets and requests assigned to Region IT Service Technician.


• Manage phone system moves, adds and changes either directly or with telecom vendor.


• Coordinate and assist with new Branch location setup, moves and closures.


• Coordinate with Region Admin to ensure IT processes and procedures are meeting SLAs.


• Communicate with Corporate IT any widespread issues and local problems affecting region branch locations.


• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent, along with a minimum of 4 years total experience in helpdesk/PC technician related role(s) required.


• Strong working knowledge of networking printers, copiers, scanners, iPads, iPhones, Andriod phones, etc.


• IBM Big Fix, PC imaging, Sonicwall firewall, VOIP and CISCO switching experience a plus.


• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.


• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.


• Excellent verbal and communication skills required.


• Passionate about delivering excellence in customer service within a team environment.


• Strong problem solving skills.


• Ethical, with a commitment to company values.

Supervision

• Travel: 50%

Requirements

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

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