Technical Support Specialist

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We're united by our culture - a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job - it's about having the opportunity to become the best version of yourself.

Rocket Central is a centralized hub that delivers thoughtful and innovative solutions for Rocket Companies®. We are the center of operations, technology, marketing, HR, legal, strategy and more that propels our companies forward. Here, we'll give you the opportunity to launch your career and work with various companies, spanning multiple industries from fintech, to auto and real estate. We offer you the tools you'll need to succeed, no matter what stage you're at in your career. You'll be able to master your craft here by working on complex problems in a collaborative culture and challenging yourself to make a real impact.

Apply today to see all that Rocket Central has to offer!

Minimum Qualifications

• 1 year of professional support experience with current version of Windows and/or MacOS and hardware/peripherals
• 1 year of experience or equivalent supporting enterprise communication suites, such as Microsoft Office365
• 1 year of experience or equivalent fielding incoming service requests via phone, chat and email
• Demonstrated ability in creating technical documentation
• Ability to communicate technical issues to stakeholders with varying degrees of technical knowledge
• Ability to plan resolution and execute projects within a specified time frame
• Must be able to lift and carry a minimum of 50 pounds
• Ability to work in varying conditions, including both indoors and outside year-round
• Ability to participate in a weekly on call rotation performing weekend and evening support
• Availability to travel for project work and support

Preferred Qualifications

• Knowledge of service management tools such as Service Now, Cherwell and Jira
• Experience using workplace and facilities management tools
• Experience using incident, task, and inventory tracking systems
• Experience building and maintaining relationships with vendors

Job Summary

As a Technology Support Specialist, you'll support technology hardware, software and asset management across the enterprise. You'll document, track and monitor technical issues and troubleshoot Windows and MacOS systems for end users. As the go-to technical support resource, you'll continuously improve processes to elevate both team member and client experiences.

Responsibilities

• Field service requests via phone, chat and self-service to assist with technical issues or requests
• Prioritize technology service desk requests according to policy and procedure
• Effectively use multiple data points to inform and drive decision-making
• Record, track and document the service desk request process, including all successful and unsuccessful decisions made and the final resolution
• Escalate unresolved issues to the proper technical support teams
• Provide hands-on desktop support, including software installation and upgrade, hardware setup, file backups and system configuration
• Order, track, and manage inventory for computer hardware and related technology items
• Create and maintain documentation in a shared knowledge base
• Test fixes to ensure problems have been resolved
• Perform post-resolution follow-ups to service requests
• Participate in research and testing of new and upcoming technology

Benefits and Perks

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We've got your back. Check out our full list of Benefits and Perks.

Who We Are

Rocket Companies® is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we're a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We're insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. We're passionate about the work we do, and it shows. We've been ranked #1 for Fortune's Best Large Workplaces in Financial Services and Insurance List in 2022, named #5 on People Magazine's Companies That Care List in 2022 and recognized as #7 on Fortune's list of the 100 Best Companies to Work For in 2022.

Disclaimer

This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.

We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We also provide reasonable accommodation to qualified individuals with disabilities in accordance with state and federal law.

The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at [email protected].