IT Specialist Position Available In Fulton, Georgia

IT Specialist Silverton Mortage Atlanta, GA Job Details Full-time Estimated:

$45.6K – $57.2K a year 18 hours ago Qualifications Jira Computer science Azure Operating systems Computer Science Software troubleshooting Customer service LAN Mid-level Windows Microsoft Office Bash High school diploma or GED Bachelor’s degree Scripting Organizational skills SharePoint IT Computer skills Communication skills

Python PowerShell Shell Scripting Active Directory Information Technology Full Job Description Why Silverton Mortgage:

We are a people first organization that was voted a top place to work by the Atlanta Journal and Constitution and the Financial Services Industry We believe in giving back and we do so through The Silverton Foundation Our strong communication skills drive customer satisfaction We offer extensive product lines and maintain an in-house loan process that offers a competitive edge We have fun!

Position Title:

IT Specialist Location/Branch:

Corporate Reports to:

IT Service Desk Manager Department:

IT Office presence:

Office Flex FLSA Status:

FT, Salaried/Exempt

JOB SUMMARY

The IT Specialist serves as the first point of contact for setup and installation of user and email accounts, provisioning of new user equipment technical assistance and troubleshooting hardware, software, and network issues for end-users at Silverton. This role also provides on-site support to 30+ branch locations and the corporate office via installation, maintenance, repair, and removal of hardware, software and/or network systems. This role exhibits a high level of professionalism and confidentiality while providing excellent customer service to internal customers.

JOB FUNCTIONS

Onboarding & Offboarding Initiate technology onboarding for new Silverton team members with Clayton Technology (~6 team members per month); handle onboarding for onsite, branch and remote Silverton team members; monitor process from start to finish (~6-8 business days). Delivery, set up, and configuration of end-user hardware and software. Customize applications and software on laptop for team member with average 2-day turnaround after Clayton Tech sets up MS Office license and email; ship laptop to team member if off site. Offboard technology equipment for team members leaving the company; remove access to apps, software programs, networks, and data; ensure all equipment is returned; travel offsite to pick up equipment if needed. Service Desk Requests Respond to Silverton team member inquires in a timely fashion via phone, email or virtual meeting during regular business hours and after hours if on-call. Accept queue assignment in Jira throughout the day to help team resolve tickets (average 280/month) in a timely manner. Provides end-user support to resolution in-person, over the phone or via skype for all workstation software; handle inbound calls or after hour calls as assigned. Diagnose problems, resolve issues remotely or escalate them as appropriate while maintaining detailed records of service requests in Jira. Performs desktop hardware repair for workstation equipment and peripherals. Escalated Request Resolution Handle tier 2 escalation requests individually and tier 3 if applicable; if unable to resolve tier 3 request, escalate to Manager, Dev team or Clayton Tech. Tech Support Maintains systems and platforms, employee user and email accounts and Microsoft programs company wide. Diagnoses and resolves end-user network or local printer problems. Gather details from user (e.g., error messages, when issue started, updates) and determine if issue affects single user, multiple users, or entire network. Determine if printer issues are due to network connectivity, queue status, driver compatibility, firewall/permission restrictions, spooler service, hardware issues, etc.; apply necessary fixes (e.g., reconnecting, clearing queue, resetting network settings), order new parts, or escalate as appropriate. Partner with Clayton Tech to address and resolve any issues involving the entire network. Diagnoses and resolves PC hardware problems, e-mail, internet, and LAN access problems. Supports Loan Officers and their teams by solving 10-15 tickets every 2 days related to user access of shared files; help agents access shared files (~10 agents per file); identify issues with syncing the file for users. Branch Support Travel to branch locations (e.g., Augusta, Columbus, locations in Florida) to onboard or offboard branch and ensure that technology systems are set up and running properly. Helps install network cabling systems and equipment as needed. Meet vendors (e.g., internet provider) onsite if set up or service is required May be required to assist with set-up and shut down of Silverton corporate office and branches and may be required to travel to branches. Other duties as assigned

REQUIREMENTS AND QUALIFICATIONS

Education:

High School diploma or equivalent required. Bachelor’s degree in computer science, information technology preferred.

Years of Related Experience:

Minimum 1 year of related Technology experience; 1- 2 years’ experience in Information Technology preferred

Licenses/Certifications:

N/A Knowledge, Skills, and Abilities (KSAs): Strong customer service orientation required. Proficient written and verbal communication skills along with solid computer skills. Analytical thinker and consultative mind to support both team members and managers in all areas of the business. Goal-oriented, self-motivated with the capacity to meet and exceed assigned goals. Willing to learn, industrious, determined, and assertive. Excellent organizational skills and the ability to multitask to complete a wide variety of tasks. Must be able to maintain sensitive and confidential information. Strong interpersonal skills and ability to interact with all internal and external customers. Diligence to ensure tasks are completed thoroughly and on time. Basic scripting knowledge (PowerShell, Batch, Bash, Python). Knowledge of server Operating Systems (Windows 2012 – 2019).

Fundamental understanding of hardware concepts:

disk, memory, CPU, NIC, HBA, firmware, RAID, performance concepts (I/O, paging, swapping, system calls), Ethernet. Ability to effectively troubleshoot IT issues in-person, over the phone, and via Teams. Intermediate-level experience in Office365, Azure Active Directory and SharePoint Online. Silverton Mortgage is committed to a diverse and inclusive workplace. Silverton Mortgage is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Business Unit – Silverton Mortgage