Help Desk Technician II

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. 

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

The Help Desk Technician will provide primary client support to Pennymac external and internal customers by taking calls, answering email, responding to tickets, answering support related questions, providing technical support for our web-based portals (MyHome,TPO, PCG). This position serves as the centralized entry point and provides escalated troubleshooting for all technology related service requests and support related issues for technical issues across the company. Responsibilities also include assisting with account management, website and data tool maintenance/enhancement, and project management support.

The Help Desk Technician will:

• Provide front-line technical support to internal and external customers, troubleshooting a wider range of issues with increased complexity
• Independently diagnose and resolve hardware, software, network, and application problems, including basic Active Directory and Google Workspace administration
• Proactively identify and resolve recurring technical issues, contributing to knowledge base articles and process improvements
• Assist with onboarding new employees, including equipment setup and software installation
• Escalate complex or unresolved issues, clearly documenting the steps taken and information gathered
• Participate in an on-call rotation, providing after-hours support as needed
• Contribute to team projects and initiatives, sharing knowledge and collaborating with colleagues
• Achieve and maintain Help/Service Desk performance metrics
• Demonstrate behaviors which are aligned with the organization’s desired culture and values
• Active participation in rotational “on-call” support to lower support tier (Not often but occasional)

• Associate’s or Bachelor’s degree in computer science, business or related field preferred
• Proficiency in troubleshooting common applications and peripherals
• 1-2 years of experience in a help desk or technical support role
• Working knowledge of networking concepts and protocols
• Intermediate working knowledge of google suite usage, monitoring, break fix solutions
• Experience with Active Directory, Google Workspace, and remote support tools
• Solid understanding of computer hardware, software, operating systems (Windows, macOS), and networking concepts
• Excellent communication, interpersonal, and problem-solving skills
• Strong customer skills with an ability to work with accuracy and minimal direction
• Displays high initiative and works well under pressure

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. 

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: 

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave 
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement 
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range - Building skills and experience in the role
• Mid-range - Experience and skills align with proficiency in the role 
• Higher in range - Experience and skills add value above typical requirements of the role 

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.