Desktop Support Analyst bei Ruoff Mortgage

Description

Position Summary

The Desktop Support Analyst provides excellent customer service and assistance to internal and remote users of company information resources.  Additionally, the role provides support and maintains organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. This role will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.

Essential Responsibilities

• Perform on-site analysis, diagnosis, and resolution of complex desktop issues; recommend and implement corrective actions, including off-site repairs for remote users when necessary.
• Troubleshoot and resolve escalated support issues, identify root causes, test potential solutions, and collaborate with other departments when further escalation is needed.
• Install, configure, monitor, and maintain end-user and network hardware, software, and peripheral devices to ensure optimal service levels.
• Build and test customized system configurations across multiple platforms and operating systems.
• Collaborate with the Technology team and cross-functional departments to ensure compatibility and functionality of applications and product releases.
• Execute thorough installations, including system backups, upgrades, and deployment of new software or hardware solutions.
• Develop and execute performance testing plans and provide documentation and reports based on results.
• Utilize a ticketing system to document support requests, resolutions, and system performance.
• Set up and manage user accounts and network access permissions.
• Administer and resolve issues with workstation and network software as required.
• Install and uninstall applications using the company’s current deployment tools.
• Perform other duties aligned with the responsibilities and scope of the position.

Knowledge, Skills, and Abilities

• Strong reading, writing, and communication skills, with the ability to explain technical concepts to non-technical staff.
• Quick learner who can support new systems and applications, make sound decisions, and meet deadlines effectively.
• Proven ability to manage multiple projects and details simultaneously while maintaining high-quality standards.
• Self-motivated and enthusiastic, driven to achieve both personal and company goals.
• Highly organized with the ability to efficiently retrieve and manage information and documents.
• Basic knowledge of personal computers, operating systems, printers, software, and peripherals.
• Commitment to maintaining up-to-date knowledge of computer and network security systems, applications, and best practices.
• Flexible and able to perform well during peak workload periods and under pressure.

Requirements

Experience and Training 

• Associate degree in a technical field preferred, or equivalent relevant work experience.
• Minimum of two years of related experience.
• Experience in the mortgage or banking industry is preferred.
• Required to complete and maintain industry-standard training as per company policies.
• Proficient in Microsoft Office applications, including Word, Excel, Visio, and PowerPoint.

Physical Demands and Work Environment

Physical Demands:

• Mostly sedentary, however, while performing the duties of this job, the employee is occasionally required to walk; reach with hands and arms; stoop; talk and hear.
• Extensive reading and computer use is expected more than 50% of the time. Receiving and expressing detailed information verbally, in person and by telephone is essential. Must be able to verbally communicate effectively with others.
• Occasionally lift and/or move up to 15 pounds.
• Regular attendance is necessary and essential to this position.

Work Environment:

• Professional atmosphere in a branch environment
• Routinely uses office equipment such as computers, phones, photocopiers, filing cabinet and fax machine. 

Job Dimensions 

Internal Relationships: All internal staff 

External Relationships: Software and other technical systems vendors.

Why is Ruoff Mortgage the right career choice? 

• At Ruoff Mortgage, we truly believe that where you work and loving your job matters, so you will receive all the vital resources necessary for your career to take off! Our team is focused on helping our clients achieve their home borrowing goals while providing our employees with a rewarding, professional experience, and a friendly team-oriented work environment. 

We offer a comprehensive Ruoff Total Rewards benefits package designed to support the well-being and success of our employees.  

• Health & Wellness: Enjoy comprehensive health insurance plans, including medical, dental, and vision coverage, to keep you and your family healthy. 
• Retirement Savings: Take advantage of a 401(k) plan with company match to help you plan for your future. 
• Paid Time Off: Benefit from paid vacation, holidays, and sick leave to ensure you maintain a healthy work-life balance. 
• Professional Development: We support your growth with training, education, and opportunities for career advancement. 
• Employee Assistance Program (EAP): Access confidential counseling and support services for personal or professional challenges. 

We’re committed to providing our employees with the tools and resources they need to thrive both personally and professionally. 

Ruoff Mortgage reserves the right to modify, interpret, or apply this job description in any manner the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At Will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities. While we thank all candidates for your interest in our company, only those selected for interviews will be contacted. Ruoff Mortgage is an equal opportunity employer.