Desktop Support Technician II

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 will provide primary client support by taking calls, answering email, responding to tickets, answering support related questions, and / or performing desk-side support. As the Technician , you will serve as the centralized entry point and provide escalated troubleshooting for all technology related service requests as well as support for technical issues across the company.

The Desktop Support Technician will :

Prioritize daily workload and Help / Service Desk requests according to policy and procedure

Create and update knowledge base documentation for step by step instructions

Analyze customer calls and tickets to determine trends and / or recurring problems

Build sustainable relationships with customers, coworkers and stakeholders through open lines of interactive communication

Utilize and update Servicenow Knowledge Management system when troubleshooting customer issues

Set client expectations when opening and assigning service tickets and ensure all request / 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

Bachelor’s degree in computer science, business or related field preferred

Working knowledge of networking concepts and protocols

Intermediate 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 current AWS solutions

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 :

For residents with state required benefit information, additional information can be found at :

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

$50,000 - $75,000

Work Model

OFFICE