As the Technology Support Specialist, you'll support technology hardware, software, and asset management across the enterprise. You'll document, track, and monitor technical issues and troubleshoot Windows and MacOS systems for end users. As the go-to technical support resource, they continuously improve processes to elevate both team member and client experiences.
About the role
Field service requests via phone, chat and self-service to assist with technical issues or requests
Prioritize technology service desk requests according to policy and procedure
Effectively use multiple data points to inform and drive decision-making
Record, track and document the service desk request process, including all successful and unsuccessful decisions made and the final resolution
Escalate unresolved issues to the proper technical support teams
Provide hands-on desktop support, including software installation and upgrade, hardware setup, file backups, and system configuration
Order, track, and manage inventory for computer hardware and related technology items
Create and maintain documentation in a shared knowledge base
Test fixes to ensure problems have been resolved
Perform post-resolution follow-ups to service requests
Participate in research and testing of new and upcoming technology
About you
Minimum Qualifications
1 year of professional support experience with current version of Windows and/or MacOS and hardware/peripherals
1 year of experience or equivalent supporting enterprise communication suites, such as Microsoft Office365
1 year of experience or equivalent fielding incoming service requests via phone, chat, and email
Demonstrated ability in creating technical documentation
Ability to communicate technical issues to stakeholders with varying degrees of technical knowledge
Ability to plan resolution and execute projects within a specified time frame
Must be able to lift and carry a minimum of 50 pounds
Ability to work in varying conditions, including both indoors and outside year-round
Ability to participate in a weekly on call rotation performing weekend and evening support
Availability to travel for project work and support
Preferred Qualifications
Knowledge of service management tools such as Service Now, Cherwell, and Jira
Experience using workplace and facilities management tools
Experience using incident, task, and inventory tracking systems
Experience building and maintaining relationships with vendors
What you’ll get
Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.
About us
Rocket is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.
This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at Careers@Rocket.com.
The compensation information below is provided in compliance with all applicable job posting disclosure requirements. The compensation for this position is $20.98-$36.13. The position may also be eligible for an annual bonus, incentives, and other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off. More information regarding these benefits and others can be found here. The information regarding compensation and other benefits included in this paragraph is the company’s current, good faith estimate at the time of posting. [Compensation and benefits are subject to modification from time to time as the Company, in its sole and exclusive discretion, deems appropriate.] The Company may determine during its future reviews of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position. Los Angeles County and San Francisco Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.