Helpdesk Engineer I

Technical Support Specialist

At Mr. Cooper Group, you make the dream possible. Our purpose is simple: keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

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.