Spring EQ is a national home equity lender providing flexible and tailored financing solutions directly to consumers with a national network of experienced brokers and partners. Since its founding in 2016, Spring EQ is among the fastest growing and highest-rated home equity financing partners in the United States. Spring EQ offers a broad range of home equity products and delivers a simple and streamlined process that results in faster funding, trustworthy loans, and less frustration for consumers today. To learn more about Spring EQ, visit www.springeq.com.

At Spring EQ, it is our mission to empower homeowners and buyers to achieve and maximize the value of homeownership in a simple, fast, and ethical manner.  Our values are to

• Be kind and treat all people – teammates, customers, and vendors – with respect and consideration  
• Be adaptable and embrace change
• Be accountable and take responsibility and deliver the effort to fully complete the task
• Be better and strive for continuous improvement in ourselves, our team, and the company for our customers
• Be part of the solution and solve problems, find the answers, and collaborate
• Work hard, have fun, and get things done

The Help Desk Technician’s primary responsibility will be to offer technical support and assistance to users of software, hardware, or other computer systems utilized by Spring EQ. The Spring EQ Help Desk mission is to facilitate value creation for our customers and partners through direct and indirect support of our critical business functions. The successful applicant will bring great troubleshooting skills, and an ability to apply established best practices, with a customer focused attitude.

• Acknowledge, validate, and document IT service requests within Spring EQ’s service management system.
• Perform basic hardware and software installation and troubleshooting.
• Ensure great user experience and high satisfaction by acting as a relationship agent and serving as the first point of contact for user generated queries.
• Triage problems by identifying the information needed, considering multiple sides of the issue, and creating a logical plan of action.
• Maintain Spring EQ’s IT Asset management system.
• Maintain user licensing for various internal and external systems.
• Maintain and create user documentation within Spring EQ’s knowledge management system.
• Follow established policies and procedures with a high level of accuracy and attention to detail.
• Assist the Technology department in Change enablement, Incident management, Information security, Continual Improvement, and Problem management practices.
• Support the Service Desk Manager in achieving Service Desk team objectives.
• Cooperate with Tier 2 support team members on requests related to their specific value streams.
• Continually developing relevant skills and competencies

• Knowledge of mortgage industry software (e.g., loan origination systems, underwriting platforms, document management tools) is preferred.
• Proficiency in troubleshooting hardware and software issues related to Windows and macOS operating systems, printers, and peripherals.
• Familiarity with networking concepts, including LAN, VPN, wireless networks, and internet connectivity.
• Strong problem-solving skills, with the ability to identify and resolve issues efficiently and effectively.
• Excellent communication skills, with the ability to explain technical issues in simple terms to non-technical users.
• Ability to manage multiple priorities, handle multiple support tickets, and meet deadlines in a fast-paced environment.
• Strong customer service orientation with a patient, calm demeanor in dealing with technical issues.
• Basic understanding of security best practices and data privacy regulations within the mortgage industry.
• Experience with ticketing systems such as ServiceNow, JIRA, or Zendesk is a plus.

Education and Experience:

• Bachelor’s Degree Required.
• Knowledge of the mortgage industry a plus
• 1-2 years’ experience working in help desk environment
• Experience working with Microsoft Windows 11 Operating System
• Experience working with & troubleshooting Microsoft 365 applications (Teams, Excel, OneDrive, Outlook, Authenticator)
• Good understanding of computer operating systems, mobile devices, and software applications
• Basic understanding of Active Directory and Azure AD
• Ability to diagnose and resolve basic technical issues. 
• Ability to communicate clearly and effectively.
• Effective Time Management and Organization skills
• Knowledge Management skills
• Ability to remain focused and communicate under pressure.
• Self-motivated learner
• CompTIA A+ or equivalent certification and MacOS experience are a bonus.

Physical & Mental Abilities Requirements:

Physical Abilities:

• Ability to sit for extended periods while working at a desk and using a computer.
• Occasional lifting and transporting of computer equipment, including desktops, monitors, and peripherals (up to 25 lbs).
• Ability to perform basic hardware troubleshooting, including connecting, disconnecting, and setting up devices such as printers, scanners, and other peripherals.

Mental Abilities:

• Strong problem-solving and analytical thinking skills, especially when diagnosing and troubleshooting technical issues.
• Ability to manage multiple technical support requests simultaneously, ensuring timely resolution without sacrificing service quality.
• Ability to communicate complex technical information to end-users in clear and simple terms.
• High attention to detail, especially when configuring systems, performing updates, and ensuring all devices are compliant with company policies.
• Ability to work well under pressure in a fast-paced environment, prioritizing support issues based on urgency.
• Ability to remain patient and composed when dealing with frustrated users or technical issues that impact business operations.
• Strong organizational skills to keep track of multiple support tickets and ensure all issues are documented and resolved.

Accommodations are available to enable individuals with disabilities to perform essential job functions, as required by law.

Benefits

• 401k Company Match
• Commuter Benefits
• Company Holidays
• Credit Union Membership
• Dental Insurance
• Dependent Care Plan
• Disability Insurance
• Employee Assistance Program
• Life Insurance
• Medical Insurance
• Paid Time Off Plan
• Vision Insurance

Spring EQ is an Equal Opportunity Employer. We make all employment decisions based on merit and business needs.  If you require a reasonable accommodation at any stage of the hiring or employment process, please contact hr@springeq.com