Job Summary:

• Sets up and configures new hire desktops and performs end user moves.
• Provides white glove, 24x7 on-call support to owner and founder of loanDepot and Executive team.
• Develops and maintains in-depth and high-level knowledge of all loanDepot technical systems.
• Assists management in creating training materials pertaining to computer troubleshooting and usage.
• Acts as a technical leader and escalation point for other team members.
• Handles highly complex technical end-user issues as they are escalated from other areas of the organization.
• Ensures proper escalation occurs for unresolved issues to ensure the end user remains satisfied.
• Logs, researches, and accurately resolves end user inquiries and problems in a timely manner, meeting and exceeding SLAs as outlined for the end users.
• Participate in the creation, implementation and continual improvement of standards, processes and procedures required to deliver high quality service.
• Perform virus remediation in conjunction with directives from the IS Security team.

Skills on Resume:

• Desktop Configuration (Hard Skills)
• 24/7 Support (Soft Skills)
• Technical Knowledge (Hard Skills)
• Training Material Development (Hard Skills)
• Technical Leadership (Soft Skills)
• Issue Escalation (Hard Skills)
• SLA Management (Hard Skills)
• Virus Remediation (Hard Skills)

Job Summary:

• Developed a firm understanding of the corporate culture, organization, and initiatives.
• Develop a firm understanding of the enterprise network environment, challenges, and objectives.
• Develop and articulate a holistic understanding of the initiatives and advise on strategy and tactics to proceed.
• Mentoring, guiding, training the support/operations teams through online sessions and documentation.
• Setup equipment in conference rooms, visiting attorneys/clients and perform quality control checks.
• Monitor and mitigate risk and escalate appropriately.
• Generate documentation for new processes/update existing process (ex. new install procedures, software usage instructions, mobile app installation).
• Assists in any IS technology implementation within the firm.

Skills on Resume:

• Corporate Culture (Soft Skills)
• Network Knowledge (Hard Skills)
• Strategic Advisory (Soft Skills)
• Team Mentoring (Soft Skills)
• Equipment Setup (Hard Skills)
• Risk Mitigation (Hard Skills)
• Documentation Creation (Hard Skills)
• Technology Support (Hard Skills)

Job Summary:

• Manage and respond to all support requests (incidents or service) submitted in ServiceNow, documenting all troubleshooting and resolution steps.
• Perform desk side visits and/or remote troubleshooting support
• Deploy and provide direct support of firm issued hardware, this includes desktops, laptops, printers, MFDs, monitors, telephones, mobile devices and other related hardware. 
• Provide second level support and troubleshooting 
• Install and support the firm's remote access technologies (Citrix and VPN).
• Maintain inventory of the firm's (general and loaner) equipment, laptops, desktops, printers and mobile devices in ServiceNow.
• Build and rebuild desktops and laptops using standardized tools.
• Perform computer builds, office setup and mobile devices in preparation for the new hires.
• Follows equipment reclamation process for departing employees.
• Monitor, resolve and maintain all conference rooms audio/visual connections and software.
• Support the web conferencing platforms (Zoom, WebEx, Teams).
• Work closely with the NY IT team on any issues affecting the local office i.e. networking, telephony, printing, etc.
• Work with the NY team in evaluating new technology offerings, defining and communicating best practices.

Skills on Resume:

• ServiceNow Management (Hard Skills)
• Remote Troubleshooting (Hard Skills)
• Hardware Support (Hard Skills)
• Second Level Support (Hard Skills)
• Remote Access Installation (Hard Skills)
• Inventory Management (Hard Skills)
• Desktop Deployment (Hard Skills)
• Audio/Visual Support (Hard Skills)