Technology Support Technician at Quicken Loans in Lake Forest, CA

Summary: Quicken Loans, part of Rocket Limited Partnership, is a Detroit-based company providing digital solutions for complex transactions. The Technology Support Technician will support technology hardware, software, and asset management across the enterprise, documenting and troubleshooting technical issues for end users. 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 Required 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 Required Skills: Windows, MacOS, Hardware support, Peripherals support, Microsoft Office365, Service management tools, Service Now, Cherwell, Jira, Incident tracking systems, Task tracking systems, Inventory tracking systems Benefits: Medical, Dental, Vision benefits, 401K retirement plan, Paid-time off