IT Support Specialist

At GFS Home Loans, technology keeps our business moving. As an IT Support Specialist, you'll be the first point of contact for employees across the country who need technical assistance. You'll help resolve day-to-day technology issues, support new employee onboarding, maintain company equipment, and ensure our team has the tools they need to succeed.

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What You'll Do

As our IT Support Specialist, you will:

End User Support

• Serve as the first point of contact for technical support requests via phone, email, Microsoft Teams, and the help desk ticketing system.
• Troubleshoot hardware, software, operating system, printer, and peripheral issues.
• Resolve password resets, account lockouts, and user access requests.
• Assist employees with Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
• Provide remote support for employees working from branch offices and home offices across the country.

Account & Device Management

• Create, modify, and disable user accounts in Active Directory and Microsoft 365.
• Prepare, image, configure, and deploy laptops and desktop computers.
• Set up mobile devices, monitors, docking stations, printers, and other IT equipment.
• Assist with employee onboarding and offboarding by preparing technology and recovering company assets.
• Maintain accurate inventory records for company hardware and software licenses.

Technical Operations

• Install and configure desktop applications and approved software.
• Perform routine system updates and workstation maintenance.
• Assist with basic network connectivity and VPN troubleshooting.
• Escalate complex issues to remote support while documenting all troubleshooting performed.
• Contribute to IT documentation and knowledge base articles.

Customer Service

• Deliver exceptional customer service while meeting service level expectations.
• Communicate technical concepts clearly to non-technical users.
• Follow up with users to ensure issues are fully resolved.
• Identify recurring issues and recommend process improvements.