Job Description

Who we are

Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or "service") their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
 

Primary Function

The Desktop Support Technician I is an entry level end user support technician that provides direct client support.   This role performs remote and/or on-site assistance.

Principal Duties

  • Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate.
  • Supports and maintains the end user environment.  This may include configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests.
  • Provides direct support to users for supported hardware, software and devices.  This includes restoring service, providing user training, coordinating warranty repairs through third-party vendors as appropriate, and supporting special events (on-site).
  • Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers).  Installs and maintains related software, and wipes data prior to destruction or reissue.
  • Documents, maintains and recommends enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
  • Performs facility moves under guidance.
  • Ensures compliance with relevant policies and regulations, and escalates any concerns as appropriate.
  • Choosing effectively from among many different procedures or approaches in order to implement a solution.
  • Troubleshooting user problems requiring a working understanding of the end user environment and a basic understanding of inter-related technologies. Can problem-solve most standard end user problems.   
  • Maintaining composure and a professional manner at all times, including in stressful situations with clients.
  • Courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively.  Is always seen by clients as professional and helpful.
  • Probes clients effectively to determine the actual nature or underlying cause of a user problem.
  • Strong orientation towards client service.
  • Operates effectively as part of a larger team and manages own work.
  • May be accountable to resolve a task or assignment as part of a larger initiative or project.
  • Receives general direction, work in progress is reviewed routinely.
  • Selects appropriate work procedures or approaches to address and/or escalate problems.
  • Sets his/her own priorities based on established service level agreements

Education and Experience Requirements  

  • Bachelor’s degree or equivalent preferred
  • 2+ years of relevant experience in a technical support role (potentially including "hands on" internship experience)

Knowledge, Skill and Ability Requirements  

  • Possesses working knowledge of standard end user hardware and software and able to address most issues by following established procedures.
  • Builds expertise in standard end user hardware and software and the ability to resolve client issues.  
  • Has a basic understanding of network connectivity and infrastructure.
  • Gaining an understanding of NPF-specific applications and technologies. 
  • Possesses a general understanding of NPF’s services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
  • Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress.
  • Comfortable in an ongoing dialogue with clients that may at times be vague, confusing and/or stressful.
  • Understands the technology organization and where and when to escalate client or operational problems.

Company Perks:
*     15 Paid Time Off (PTO) days and 18 after 1st anniversary!
*     8 Paid Holidays
*     Employee Engagement Activities


 Company Benefits:
*     Medical (including Health Savings Account & Flexible Savings Account)
*     Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match! - Employee Assistance Plan

*     Tuition-Assistance Programs

*     Performance-based Incentives
*     Pet Insurance

*     Advancement Opportunities

Newrez NOW:

*     Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
*     1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
*     Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

*     Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions


Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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Application Instructions

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