It- Executive Support Technician

IT Executive Support Tech

Full time; Non-Exempt; 37.5 hours/week.

Location; Lake Zurich, IL, US

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

Summary

The position is primarily responsible for advanced technical support for Senior Management within Dovenmuehle. These responsibilities include (but are not limited to) software and PC hardware knowledge, desktop troubleshooting, hardware installation and configuration as well as after hours on-call support.

Essential Duties and Responsibilities:

• Provide onsite and remote technical support for C-Level executives at Dovenmuehle.
• Ensure support is delivered with quality service and by providing a quick response to the user.
• Assist end users with technology issues with machines, email, and telecom issues.
• Must be available to provide support after hours and at weekends when needed.
• Provide advanced technical support for desktop hardware and software.
• Troubleshoot and resolve complex issues to ensure minimal downtime.
• Install and maintain equipment, ensuring optimal performance and user satisfaction.
• Ability to clearly explain technical steps to non-technical users.
• Assist in migration to azure, enhancing our cloud capabilities.
• User Account Management: creating, modifying, and disabling accounts and resetting passwords.
• Maintain field machines and other mobile devices, ensuring security and usability.
• This position is onsite.
• Successfully complete annual regulatory compliance training.
• Additional duties as assigned.

Required Qualifications:

• Excellent communication skills both orally and written.
• 2 to 4 years of experience in a help desk environment.
• Previous experience supporting C-Level executives.
• Proficiency in Windows 10, 11 and MAC configuration/support.
• Experience with Active Directory Administration and Outlook/Exchange Administration.
• Familiarity with Desktop Imaging.
• Physical capability to perform tasks such as lifting and moving equipment.
• Knowledge of Office applications (Word, Excel, PowerPoint, Outlook), Teams, OneDrive, SharePoint and other Microsoft 365 products.
• Basic understanding of Azure services such as Azure Active Directory (AAD), virtual machines, app services, and Azure storage.
• Experience with support ticketing system.
• Knowledge of remote support tools like Microsoft Remote Desktop.
• Understanding of VPNs, Wi-Fi, and basic troubleshooting of network connectivity issues.
• Awareness of firewall basics, antivirus software, and endpoint protection.
• Understanding of MFA methods and their configuration, commonly used with Azure Active Directory.
• Knowledge of file storage, sharing and collaboration with Microsoft Cloud ecosystem using OneDrive.
• Awareness of data privacy regulations and protection tools like BitLocker for data encryption.
• Familiarity with browser support and troubleshooting for Microsoft Edge, Google Chrome, Safari.

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.