Desktop Support Technician II

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Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of home ownership through the complete mortgage journey.

The Desktop Support Technician will provide primary client support by taking calls, answering email, responding to tickets, and performing desk‑side support. As the Technician, you will serve as the centralized entry point and provide escalated troubleshooting for all technology related service requests as well as support for technical issues across the company.

• Prioritize daily workload and Help/Service Desk requests according to policy and procedure
• Create and update knowledge base documentation for step by step instructions
• Analyze customer calls and tickets to determine trends and/or recurring problems
• Build sustainable relationships with customers, coworkers and stakeholders through open lines of interactive communication
• Utilize and update Servicenow Knowledge Management system when troubleshooting customer issues
• Set client expectations when opening and assigning service tickets and ensure all request/services are executed on time and in accordance with the service level agreements set with business
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• Bachelor’s degree in computer science, business or related field preferred
• Working knowledge of networking concepts and protocols
• Intermediate knowledge of: virtual/VDI environment within Pennymac, Meraki console for mobile devices, Pennymac’s remote device security tools (Crowd Strike, Sophos), Google suite usage, monitoring, break‑fix solutions, Pennymac’s current AWS solutions

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.

Pennymac is committed to conducting a business that makes positive contributions and promotes long‑term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.

Comprehensive Medical, Dental, and Vision;
Paid Time Off Programs including vacation, holidays, illness, and parental leave;
Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations);
Retirement benefits, life insurance, 401k match, and tuition reimbursement;
Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsor ships.

To learn more about our benefits visit: (Use the "Apply for this Job" box below)./benefits

For residents with state required benefit information, additional information can be found at:

Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience. Salary range: $50,000 - $75,000.

Some roles may be eligible for performance‑based compensation and/or stock‑based incentives awarded to employees based on company and individual performance.

OFFICE

Not Applicable

Full‑time

Information Technology