Newrez · 16 hours ago
Desktop Support Technician I
Houston, TX
Full-time
Onsite
Entry Level
1+ years expNewrez is committed to exceeding the expectations of their residential mortgage borrowers and business partners through superior service. The Desktop Support Technician I provides direct client support, performing remote and on-site assistance while ensuring the end user environment is maintained effectively.
FinanceFinancial Services
Responsibilities
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
Ability to effectively and accurately convey information to others
Performs related duties as assigned by management
Qualification
Required
High school diploma or equivalent, required
Possesses working knowledge of standard end user hardware and software and is 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 Newrez specific applications and technologies
Possesses a general understanding of 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
Preferred
Bachelor's degree or equivalent preferred
1-2 years of relevant experience in a technical support role ( “hands on” internship experience may be considered)
Benefits
Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
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
Company
Newrez
Newrez is your mortgage partner for all stages of your homeownership journey. We offer hundreds of mortgage products to match your needs.
5001-10000 employees
H1B Sponsorship
Newrez has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (31)
2024 (12)
2023 (41)
2022 (3)
2021 (2)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Joshua Bishop
Chief Operating Officer, Servicing
B
Bruce Williams
Vice Chairman
Recent News
2026-01-08
2026-01-08
Company data provided by crunchbase