PENNYMAC Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. A Typical Day The Desktop Support Technician serves as the centralized entry point and provides escalated troubleshooting for all technology related service requests and support related issues for technical issues across the company. As the Technician , you will provide primary client support by taking calls, answering email, responding to tickets, answering support related questions, and/or performing desk-side support. The Desktop Support Technician will : + Provide technical assistance resolving IT related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues + Log customer information and follow requests through to completion, including communication and troubleshooting to resolve and fulfill customer requests + Analyze customer calls and tickets to determine trends and/or recurring problems + Act as IT Gatekeeper for the IT Infrastructure team while being the face of IT + Coordinate and/or perform hands-on solutions at the desktop and server level support tier + Set client expectations when opening and assigning service tickets and ensure all requests/services are executed on time and in accordance with the service level agreements set with business + Perform other related duties as required and assigned + Demonstrate behaviors which are aligned with the organization’s desired culture and values What You’ll Bring + Associate’s degree in computer science, business or related field (Bachelor’s degree preferred) + Experience with level 2+ escalations in a fast paced corporate enterprise environment + Advanced knowledge of: + Virtual/VDI environment within Pennymac + Meraki console for mobile devices + Pennymac’s remote device security tools (CrowdStrike, Sophos) + Google Suite usage, monitoring, break fix solutions + Pennymac’s imaging system for desktops and laptops + Pennymac’s current AWS solutions + Experience with telecom incidents, desktop (hardware/software), third-party software/hardware applications, and home office configurations + Experience troubleshooting, diagnosing and resolving complex PC and network problems + Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as ServiceNow Attention to detail and ability to follow standard operating procedures Why You Should Join As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: + Comprehensive Medical, Dental, and Vision + Paid Time Off Programs including vacation, holidays, illness, and parental leave + Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations) + Retirement benefits, life insurance, 401k match, and tuition reimbursement + Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships To learn more about our benefits visit: https://pennymacnews.page.link/benefits For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below: + Lower in range - Building skills and experience in the role + Mid-range - Experience and skills align with proficiency in the role + Higher in range - Experience and skills add value above typical requirements of the role Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Salary $55,000 - $85,000 Work Model OFFICE