IT Operations Technician II

CrossCountry Mortgage is more than a mortgage! When we started in 2003, our President and CEO Ronald J. Leonhardt, Jr., had the vision to become a nationwide full-service lender that could provide more to customers — meeting their needs, being there every step of the way, and making home ownership dreams possible and affordable. We’re continuing to expand our nationwide footprint, and we’re not stopping any time soon!

We Care! CrossCountry Mortgage offers eligible employees a robust benefits package including medical, dental, vision, as well as a 401K with an employer match! We also offer company provided Short-Term Disability, Employee Assistance Program and a Wellness Program. Our Corporate office also enjoys a casual dress code, an on-site market cafe, and an upbeat working environment!

Position Overview:

The IT Operations Technician II plays a central role in supporting our rapid expansion and ensuring that technology solutions are implemented in a professional, secure, and efficient manner. This work includes the daily maintenance and management of technology assets owned by CrossCountry Mortgage and ensuring that proper Hardware Lifecyle policies are applied. This role is also responsible for managing related tasks and issues associated with the onboarding / offboarding of any branch or individual joining or leaving CrossCountry Mortgage, LLC. The day-to-day work covers administration of user accounts, access requests, and resets for internal and 3rd party technology systems across the organization, as well as ensuring the setup, deploy, and shipment of hardware, based on our internal SLAs. The IT Operations Technician II role also drives efforts associated with the deployment of networking and telecommunications solutions in support of new site builds.

The core mission of this role is to be an integral part in our efforts to efficiently onboard employees and branches into CrossCountry Mortgage. By leveraging their broad awareness of different technologies, the IT Operations Technician II will be a focal point for the flow of equipment, communications, and access requests through our IT Operations organization.

This role interacts with all levels of our business and requires strong organizational, clerical, and time management skills, as well as a solid understanding of corporate IT fundamentals. The technologies used in this role include Identity and Access Management, Lenovo desktop and laptop computers, Meraki networking technologies, telephony and LOS provisioning systems, and other associated technologies that support our IT Operations model.

Job Responsibilities:

• Recover assets from CCM staff and branches and maintain records in Asset Tracking
• Liaise with and create excellent customer relations with internal and external partners that are used for equipment and licensing
• Respond to branch networking issues or outages for first level triage
• Perform all functions of the Technical Support Specialist, and travel to remote branch locations to setup and configure systems as needed
• Setup and install network equipment, cross-connect and patch in all computers, printers, and other network devices within all CCM branch locations
• Setup and tear down of employee workstations, computers, peripheral devices, office phones, and mobile devices within branch operations as needed
• Order, track, and coordinate the installation of internet circuits (WAN) for the branches as needed
• Responsible for working with onboarding branches to port “transfer” any existing phone numbers over to the CCM VoIP system
• Provide onboarding support for employees at new branches: setting up VoIP phone accounts, providing credentials, and supporting the usage of the VoIP desktop application softphones.
• Setup, installation, and troubleshooting of multi-function devices (print/copy/scan) within branch offices
• Creation of technical documentation, system documentation, “how to” guides, and self-help references
• Documentation of systems and setup detailing configurations for each new branch onboarded
• Conduct employee training sessions on communication application usage (i.e. 8x8 Phone/Fax, Scanning, etc.
• Create and maintain user accounts, user profiles group memberships, and user permissions in internal and external systems, applications, tools, and websites
• Create and maintain branch accounts and branch memberships with external systems
• Use and maintain checklist for all job positions to setup, modify, and terminate user accounts
• Maintain new hire, job change, and termination SLAs and workflows
• Maintain all license related requests and access for individuals and branches.
• Monitor the ticket queue for newly created tickets and resolve based on departmental and organizational SLA with a keen focus on timely and exceptional Customer Service to meet business deadlines
• Create and maintain laptop and desktop images, SOPs for device configuration, and follow quality control guidelines
• Monitor equipment supply inventory and place equipment orders in a timely manner to maintain defined stocking levels
• Receive incoming equipment from vendors, assign asset numbers, and ensure proper Asset Tracking methods are used
• Manage the RMA process for repairs on assets

Qualifications and Skills:

• Associate degree in technical studies, or 3 years of equivalent work experience
• At least 2 years providing direct support to employees or customers
• Ability to travel to branch operations when needed
• A+, Net+ certification, or similar certification
• Developed sense of professionalism, combined with an outgoing and friendly demeanor and exceptional personal skills
• Effective Communications Skills, and significant patience and empathy interacting with all employees and staff
• Experience with managing IT equipment such as desktops, laptops, tablets, phones
• High level of initiative and willingness to tackle unfamiliar situations and technical issues with a customer-first mindset
• Competent troubleshooting skills with Windows, Office, IE/Chrome browsers, general networking, Active Directory domains, and a wide variety of mobile devices
• Familiarity w/ VoIP phone systems and PSTN concepts
• Experience working within a ticketing system

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! https://crosscountrymortgage.com/about-us/careers/apply/

CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, color, orientation, gender, age, national origin, veteran status, disability status or marital status. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.