Job Description

Position Summary:

Guild Mortgage is seeking an IT Service Technician to join its San Diego team. This role serves as a central point of contact for technical support and is responsible for providing first-level assistance to staff across the organization. The technician will assist in setting up, maintaining, and troubleshooting desktop systems, software, and related hardware in a Windows-based environment.

Key Responsibilities:

• Respond promptly to incoming calls and voicemail tickets using the IT ticketing system (Samanage).
• Accurately log, resolve, escalate, and track technical support requests per established procedures.
• Configure, image, and troubleshoot Windows 10/11 desktops and laptops in a Microsoft network environment.
• Maintain inventory of laptops and manage deployments and returns.
• Provide support for hardware, software, network connectivity, and mobile devices (iPhones, Android, iPads).
• Install and configure printers, copiers, and other peripheral devices.
• Collaborate with regional support staff and vendors for onsite support when needed.
• Assist with PC setup for new hires including imaging, packaging, and shipping hardware.
• Train users on new systems, hardware, or procedural updates.
• Document solutions, maintain knowledge base articles, and recommend hardware/software upgrades.

Required Qualifications:

• Education: High school diploma or equivalent required. Associate's degree or technical certification preferred.
• Experience: Minimum of 2 years in a helpdesk or IT support role.
• Technical Skills:
  • Proficiency with Microsoft Windows 7, 10, 11, and Office Suite.
  • Experience with helpdesk ticketing systems and issue tracking.
  • Knowledge of networking devices: printers, scanners, mobile devices (iOS/Android).
  • Familiarity with PC imaging tools and basic network troubleshooting.
  • Bonus: Experience with IBM Big Fix, SonicWall firewall, Cisco switches, and VOIP.
• Soft Skills:
  • Strong problem-solving and troubleshooting ability.
  • Excellent communication and interpersonal skills.
  • Self-motivated with the ability to manage multiple tasks in a fast-paced environment.
  • Committed to providing high-quality customer service.

Additional Information:

• Travel: Up to 15%
• Work Environment: Office-based, 5 days a week onsite.
• Physical Requirements: Ability to sit for extended periods and use standard office equipment.

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