Help Desk Technician I

As a Technical Support team member at Mr. Cooper Group, you will play a crucial role in keeping the dream of homeownership alive by serving as the first point of contact for end-users experiencing IT issues. Your dedication and expertise will help ensure that our customers receive prompt and professional assistance. **Key Responsibilities:** - Responding to incoming calls, emails, and chat messages promptly and professionally. - Diagnosing and resolving common hardware, software, and network problems, such as password resets, software installations, and basic connectivity issues. - Creating, updating, and closing support tickets in the helpdesk system while ensuring accurate documentation of all interactions. - Utilizing the existing knowledge base articles to find solutions and contributing to its expansion by documenting new issues and resolutions. - Recognizing when an issue is beyond your scope and escalating it to appropriate higher-level support teams or specialists. - Providing basic guidance to users on IT policies, procedures, and best practices. - Staying updated on new technologies and support procedures through ongoing training and self-study. **Qualifications Required:** - Excellent communication skills and ability to remain calm under pressure. - Strong problem-solving skills with a keen attention to detail. - Basic knowledge of hardware, software, and network troubleshooting. - Ability to work well in a team environment and collaborate effectively with colleagues. Join us at Mr. Cooper Group and be part of a team that works together to make the dream of homeownership possible.,