Desktop/Technical Support Analyst

This is an exciting opportunity to join a growing company in an emerging market.  We offer a fast paced and fun environment where your input and experience are valued.

Company

Verus Mortgage Capital is an independent national mortgage investor. Verus offers its Sellers responsible non-prime and Jumbo prime lending products that fill the credit void in today’s market. Verus consistently evaluates today’s market and credible borrower financing needs to offer our partners innovative solutions. Verus Mortgage Capital is an affiliate of Invictus Capital Partners (www.invictuscp.com).

For more information about Verus Mortgage Capital, please visit our website (www.verusmc.com).

Role

Due to our growth, Verus Mortgage Capital is seeking a Desktop/Technical Support Analyst in our Bloomington, MN office. This position will serve as the first point of contact for internal and remote employees, be responsible for providing exceptional customer service while completing a variety of desktop and helpdesk support activities at corporate headquarters for all Verus Mortgage employees. Handles routine day-to-day problems regarding PC’s hardware and software and escalates more complex issues to higher level staff.

The Desktop/Technical Support Analyst will require strong hardware, software, customer service and interpersonal skills. Strong problem-solving skills will be essential, along with desktop operating systems, application support and basic network (Active Directory) experience. The position requires a self-motivated, detail-oriented, collaborative team player who will respond to incoming service requests from users in a prompt and courteous manner.

Accountabilities

  • Respond to incoming service requests from users via, phone, email, and ticket tracking system in a prompt and courteous manner
  • Maintain a first-class level of customer service ensuring all customers are treated efficiently and effectively
  • Support on-site and remote end-users’ installation, troubleshoot desktops, laptops, printers, and mobile devices
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organization
  • Troubleshoot and resolve issues involving Windows desktop applications, collaboration tools, network shared drives, email, and other technologies
  • Document all information pertinent to help requests and their resolution
  • Prioritize and schedule help requests. Escalate requests (when required to the appropriate technician or team
  • Accurately record and track hardware assets for inventory management system
  • Install software and perform hardware repairs on IT equipment for corporate headquarters and field personnel
  • Configure and install desktop and laptop computers following standard procedures, and handle equipment setup and all office moves
  • Reset user password and access permissions on request
  • Setup and support all AV and video conferencing systems
  • Perform special projects and other assignments and duties as assigned

Required Skills/ Abilities

  • Excellent communication skills, including the ability to effectively communicate with internal and external business partners and vendors
  • Knowledge of basic computer hardware, including Dell, Lenovo, Apple and Microsoft
  • Experience with desktop operating systems
  • Familiarity with PC remote control software
  • Ability to effectively prioritize and execute tasks, ability to multitask

Preferred Skills/Experience

  • Experience providing email support, including Microsoft Outlook, and Office 365
  • Working knowledge of Active Directory Authentication including user account creation, deletion and password reset functionality
  • Proven analytical and problem-solving skills
  • Strong communication and excellent end-user support skills to interact with business and IT professionals across the business
  • Strong Windows desktop and MS Office technical skills
  • Experience providing network support, including LAN, Wireless, and VPN troubleshooting
  • Experience with service desk ticketing systems and documentation
  • Experience supporting Ring Central VOIP phone and Zoom video communication systems
  • Must be able to occasionally lift up to 50+ pounds

Successful applicants will exemplify strong ethics, integrity, respect for others, accountability for decisions and actions, and good citizenship.

All job duties and responsibilities must be performed within the guidelines of the Verus Residential Mortgage Employee Handbook and established company policies and procedures. It is the responsibility of each employee to maintain confidentiality of the company, its clients and to follow applicable laws and regulations in the performance of duties.

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