Helpdesk Coordinator

Overview

Core Values PROVIDE our customers with the best combination of service, rates, and fees. PROMOTE sustainable careers for our employees so that they can be enriched personally and professionally. GIVE BACK to our community. These are the core values of NOVA® Home Loans in which we act on employee feedback and implement changes that will make NOVA® Home Loans a better place to work and promote a higher level of service to our clients.

The Helpdesk Coordinator I is an entry-level role responsible for coordinating and tracking incoming technical support requests. This position oversees ticket lifecycle management, including intake, triage, prioritization, and assignment, while monitoring service levels to ensure timely resolution and adherence to established SLAs. This is a fully on-site position, based at our Corporate office in Tucson, AZ. Evolving as a Helpdesk Coordinator I by having…

• High school diploma or GED is required.
• At least one (1) year of relevant customer service experience is required.

• Provide front-line technical support to end users via telephone and ticketing system.
• Receive, assess, triage, and prioritize incoming support tickets in accordance with Helpdesk policies and procedures.
• Ensure tickets are complete, accurate, and contain all required documentation prior to assignment to technicians or support teams.
• Escalate tickets to management, third-party vendors, or other departments as appropriate.
• Assist with basic setup and onboarding of new users in accordance with established timelines and procedures.
• Support the creation and distribution of new hire welcome letters and related onboarding communications.
• Troubleshoot and triage basic hardware and software issues, including PCs, laptops, printers, network access, email, internet connectivity, password resets, and telephones.
• Accurately document time, actions taken, and resolution details within the ticketing system.
• Provide basic user training on computer systems and software applications, or direct users to approved self-help resources.
• Follow up with users and internal teams to confirm resolution and customer satisfaction as needed.
• Perform other related duties as assigned.

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills with the ability to interact professionally with end users.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Ability to manage, track, and prioritize multiple open tickets simultaneously.
• Fundamental knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Fundamental knowledge of PC hardware and software concepts.
• Experience with the Encompass Loan Origination System and/or the mortgage industry is a plus.

Benefits Offered… NOVA benefits to full time employees include Employee Discount, Paid Time Off, Health/Dental/Vision/Life/Disability Insurance, 401(k) with an employer match, Health Savings Account with employer contribution, and an Employee Assistance Program

NOVA® is an equal opportunity employer, drug-free workplace, and complies with the Americans with Disability Act regulations as applicable. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage, or any other protected classification, in accordance with applicable federal, state, and local laws.

Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact the Human Resources department at NOVA® Home Loans.