HELPDESK TECHNICIAN - Lakeview Loan Servicing

Lakeview is seeking a dedicated and tech-savvy Helpdesk Technician to join our dynamic team. As a Helpdesk Technician, you will play a crucial role in providing exceptional technical support to our employees and ensuring smooth operations.  This role is fully in office in our Charlotte, NC location.   The salary range for this role is $57,000 to $75,000.  Hours for the role would be 12PM to 9PM EST.  

• Provide exceptional customer service by promptly answering inbound calls, resolving user issues through first-level troubleshooting, and managing ServiceNow tickets. 

• Prioritize support requests based on impact and urgency, ensuring timely and effective resolution. 

• Adhere to established service level agreements (SLAs) and document and track issues for resolution in ServiceNow. 

• Identify users and perform in-depth troubleshooting for various applications and systems. 

• Triage complex tickets to higher-level IT support when necessary, ensuring seamless escalation and resolution. 

• Proactively identify potential service interruptions or system outages, taking preventative measures to minimize downtime. 

• Actively participate in IT projects and initiatives, providing technical expertise and support as needed. 

• Handle user access provisioning and account administration requests efficiently and accurately. 

• Provide reliable weekend support coverage on rotation, including voicemail and ticket queue management. 

• Train new Helpdesk agents, ensuring their knowledge and skills align with established procedures. 

• Continuously analyze and improve Helpdesk processes and procedures to enhance efficiency and customer satisfaction. 

• Identify opportunities for automation or streamlining of tasks to reduce manual effort and increase productivity. 

• Collaborate with other IT teams to develop and implement best practices for incident management and problem resolution. 

• Other duties as assigned by leadership. 

• 2+ years of experience in technical support or customer service.  

• Must be willing to work a rotating weekend shift. 

• Ability to prioritize tasks and manage multiple responsibilities effectively.  

• Customer-focused mindset with a commitment to providing exceptional service.  

• Strong understanding of IT systems and troubleshooting techniques.  

• Excellent verbal and written communication skills. 

• Ability to work independently and as part of a team.  

• Strong problem-solving and analytical skills.    

• Strong attention to detail and accuracy.  

• Ability to adapt to changing priorities and learn new technologies quickly.  

• Ability to work under pressure and meet deadlines. 

• Knowledge of networking and security concepts. 

• Experience with a variety of hardware and software platforms. 

• Proficiency in using ServiceNow or similar ticketing systems.  

• Experience with common operating systems (e.g., Windows, MacOS). 

Certifications, Licenses, and/or Registration 

N/A 

Physical Demands and Work Environment  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls.  The employee frequentlyis required to talk and hear.  The noise level in the work environment is usually moderate.  The employee is occasionally required tostand; walk; reach with hands and arms.  The employee is rarely required to stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. 

EEOC  

Lakeview is an Equal Employment Opportunity employer.  All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.