Helpdesk Engineer I

Technical Support: Serve as the first point of contact for end-users experiencing IT issues. Respond to incoming calls, emails, and chat messages promptly and professionally. Basic Troubleshooting: Diagnose and resolve common hardware, software, and network problems. This may include password resets, software installations, and basic connectivity issues. Ticket Management: Create, update, and close support tickets in the helpdesk system, ensuring all interactions are accurately documented. Knowledge Base Utilization: Use existing knowledge base articles to find solutions and contribute to its expansion by documenting new issues and resolutions. Escalation: Recognize when an issue is beyond your scope and escalate to appropriate higher-level support teams or specialists. User Education: Provide basic guidance to users on IT policies, procedures, and best practices. Continuous Learning: Stay updated on new technologies and support procedures through ongoing training and self-study.

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

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