Job Description

ON SITE REQUIRED: 100% onsite And Interview Onsite with no exception.

Company Overview:

Guild Mortgage Company , a leading mortgage banking firm established in 1960, is dedicated to helping individuals and families achieve homeownership. With a strong focus on customer service and affordable financing, Guild is known for its professionalism and industry-leading support.

Position Overview:
Guild Mortgage Company is seeking a skilled IT Service Desk Technician to join their Information Technology team. This role acts as the central point of contact for technical assistance and support related to computer systems, hardware, and software. The position involves primarily phone and remote support (90%) with occasional in-person support at the San Diego location.

Key Responsibilities:

• Answer incoming support calls and voicemails in accordance with IT Service Desk procedures.
• Create, manage, and resolve support tickets using the Samanage ticketing system.
• Monitor and assign ticket queues to appropriate departments or personnel.
• Provide Tier 1 support for hardware, proprietary and standard software, mobile devices, telephones, VPN, and printers.
• Resolve 70 80% of technical issues independently; escalate unresolved issues appropriately.
• Administer AS400/Client Access user accounts and resolve Windows printing issues.
• Document technical issues, create knowledge base articles, and update user instructions.
• Ensure compliance with IT policies, procedures, and company standards.
• Meet service level agreements (SLAs) for response and resolution times.
• Occasionally provide in-person support for walk-up users at the San Diego office.

Required Qualifications:

• Associate's degree in IT or a related field, or equivalent work experience.
• Minimum 3 years of experience in a similar help desk or IT support role.
• Strong troubleshooting skills in hardware, Windows 10, Microsoft Office 365, VPN, and network printers.
• Familiarity with Chrome, Microsoft Edge, anti-virus tools, and disk encryption.
• Working knowledge of networking, telephony systems, and IT security best practices.
• CompTIA or HDI certification (preferred).
• Excellent customer service and communication skills.
• Willingness to work occasional nights, weekends, or holidays if required.

Additional Information:

• Travel: 0 10% (occasional travel within or outside the San Diego area for training or support)
• Physical Requirements: Must be able to lift and install PCs, monitors, and other IT equipment; frequent use of computer keyboard and mouse.
• Work Environment: Standard office setting with minimal exposure to adverse environmental conditions.

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