Desktop Support Specialist

About defi SOLUTIONS:

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company's comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers' ever-evolving needs.

About the Role:

The Desktop Support Specialist is a key member of defi's Technical Operations department responsible for supporting internal team members and global partners. A key part of the role is focused on creating a best-in-class work experience and involves overseeing the setting up of computer hardware systems, installing and upgrading software and troubleshooting complex IT issues.

A successful candidate possesses a broad skill set in technology troubleshooting, problem solving and familiarity with physical computing hardware.

Essential Job Responsibilities:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Troubleshoot hardware/software issues raised via defi HUB, defi's ServiceNow Portal or via calls into the defi HELPDESK

• Provide end to end support and fulfillment of team member hardware and software requests

• Support the maintaining and distribution of corporate hardware image(s)

• Provision and deprovision assets, including laptops, desktops, mobile phones, etc.

• Maintain a detailed real-time hardware inventory in ServiceNow

• Collaborate with teams across defi to address recurring issues

• Work with leadership to identify process gaps and improvement opportunities

• Assist users in utilizing self service solutions to guide defi HUB adoption

• Author knowledge articles aimed at driving self service

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications:

• Bachelor's degree in information management, Computer Sciences or Computer Engineering

• 1-3 years of experience in a similar role in financial services, technology, or other related industry

• Track record of contributing to or ownership of maintaining corporate images

• Familiarity with ServiceNow or other Enterprise ticketing tools

Additional Eligibility Requirements:

• Demonstrated experience as a Desktop Support Engineer or Support Technician

• Advanced end user computing skills, knowledge of hardware systems, memory modules and peripherals

• Knowledge of popular operating systems, software applications and remote connection systems

• Ability to solve complex and software issues

• Demonstrated ability to efficiently multi-task

• Familiarity with enterprise workforce tools part of Microsoft 365 Suite

• Familiarity with Windows 10 and Windows 11

• Strong critical thinking mindset and problem-solving skills

• Analytical and process-oriented

• Excellent oral and written communication skills

Work Environment :

• Ability to use common computer equipment effectively

• Typical work hours are 8 hours between 7:30 am and 6 pm ET Monday through Friday and may require additional hours to complete tasks on weekdays or weekends.

Physical Demands:

• Constantly operates a computer as all work is completed on an employer provided computer

• Remaining in a stationary position, often standing or sitting for prolonged periods.

• Communicating with others to exchange information.

• Repeating motions that may include the wrists, hands and/or fingers.

• Assessing the accuracy, neatness and thoroughness of the work assigned.

• Work that includes moving/carrying objects up to 30 pounds.

• Packing and unpacking of end user inventory

Travel required:

• Potential travel between office locations in the first year up to 25%; decreasing to 10% thereafter

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.