Technology Support Specialist - Tour of Duty Associate (Military Veteran or Military Spouse)
About the Role
As the Technology Support Specialist, you support technology hardware, software, and asset management across the enterprise. You document, track, and monitor technical issues and troubleshoot Windows and MacOS systems for end users. As the go-to technical support resource, you continuously improve processes to elevate both team member and client experiences.
The Tour of Duty program is an exclusive 6-month program designed to give recently transitioned military veterans, military spouses, or actively serving National Guard & Reservists the opportunity to gain hands-on experience at an award-winning company. As the Tour of Duty Associate, you'll learn how it feels to be in the civilian workplace, participate in events around the city you'll be working in, and become a valuable member of our team.
- 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
Requirements
- Must be a recently transitioned military veteran, military spouse, or actively serving National Guard or Reservist
- 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
Benefits
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.
About Us
Rocket 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.