NOVA® Home Loans · 14 hours ago
Helpdesk Coordinator I
Tucson, AZ
Full-time
Onsite
Entry Level
1+ years expNOVA® Home Loans is committed to providing excellent service and promoting sustainable careers for its employees. The Helpdesk Coordinator I is an entry-level position responsible for managing technical support requests, ensuring timely resolution and adherence to service levels.
BankingFinanceFinancial ServicesMortgage
Responsibilities
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
Qualification
Required
High school diploma or GED is required
At least one (1) year of relevant customer service experience is required
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
Preferred
Experience with the Encompass Loan Origination System and/or the mortgage industry is a plus
Benefits
Employee Discount
Paid Time Off
Health/Dental/Vision/Life/Disability Insurance
401(k) with an employer match
Health Savings Account with employer contribution
Employee Assistance Program
Company
NOVA® Home Loans
NOVA Financial & Investment Corporation, dba NOVA Home Loans (NMLS 3087) has built a strong reputation for providing exceptional service to our customers.
201-500 employees
H1B Sponsorship
NOVA® Home Loans has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Growth StageLeadership Team
Jon Volpe
Chairman and Owner
Ray Desmond
Founder
Recent News
Company data provided by crunchbase