IT Support Coordinator; On-site

About the Company

Guidance Residential, LLC is a strong, growing company that specializes in residential mortgage lending. Our team members are a vital strength in our ability to grow and continue to serve our customers.

We are currently seeking a full-time, on‑site IT Support Coordinator to assist the IT Help Desk in all desktop-related issues and to provide onsite as well as remote support to end users as directed.

• Provide responsive help desk support by monitoring, prioritizing, and resolving user requests through the Jira ticketing system, ensuring timely communication, issue resolution, and adherence to established service levels.
• Assists the IT Help Desk in providing timely, accurate and well‑documented support for workstations, laptops, and mobile devices to end users in a thorough and professional manner.
• As directed by the CTO, provide support for commonly used applications, including Microsoft Office, Remote Desktop, and VPN as directed by the IT Help Desk.
• Provide support, troubleshoot, and coordinate with vendors in resolving issues related to printers, scanners and other office equipment.
• Assist in preparing, maintaining, and updating procedures for logging, reporting, and statistically monitoring desktop operations.
• Assists the IT Help Desk in maintaining inventory of computer, networking, and all other IT‑related equipment.
• Configure, maintain and support all workstations, printers and miscellaneous devices as directed.
• Assist in the maintenance of the Exchange e‑mail server ensuring efficiency and uptime, including all email related applications.
• Assist in the administration of the daily and/or weekly backups: help analyze backup performance information, identify areas of concern, and propose design changes to rectify performance issues.

• Knowledge of Information Systems, Computer Science, or a related field is an advantage.
• Internship/Apprenticeship experience in supporting an IT help desk, PC installation and maintenance.
• Working knowledge of Windows 7, Windows 10, Windows Server 2008/2012, Microsoft Office, and MS Office 365.
• Working knowledge of Mac OSX.
• Excellent customer service, oral and written communication skills.
• Ability to learn, follow processes and apply best practices related to the job.
• Ability to explain technical concepts and procedures to non‑technical users.
• Using initiative and independent judgment within established guidelines and procedures.
• Ability to thrive in high‑demand high‑pressure situations.