Branch Tech Support Specialist I

Role

A Branch Tech Support Specialist I is responsible for coordinating the initiation, development, design and technical light up for Academy Mortgage branches. Monitoring the process flow for all new, relocating, expansion, reduction, upgrade and closure projects. Responsibilities include but are not limited to: researching phone and data options from direct providers, negotiating contracts and renewals, coordinating site surveys, reviewing site surveys and scoping infrastructure work needed to bring a site to Academy standards, working hand in hand with networking and telecom teams to design and build a branch network and phone system, establish and maintain vendor relationships as well as internal department relationships.

Essential Functions & Responsibilities

40% Manage and coordinate installation of IT services, infrastructure work, network design and phone system setup for new, relocating, expanding, upgrading and closing branches.
20% Initiate, develop and monitor process flows, and provide superior support for Branch, Regional, District Managers, internal departments and third party vendors.
20% Analyze and scope potential work, problems, goals, risks and deliverables.
10% Manage and maintain relationships with vendors and internal departments.
10% Perform other duties as assigned, including company initiatives.

Performance Measurements

Demonstrates knowledge of business functions and operations.
Possesses solid organizational skills, organizes tasks, time, resources, and vendors effectively.
Demonstrates flexibility in the face of change, and responds promptly and efficiently to shifting priorities, demands, and timelines.
Demonstrates the ability to work collaboratively with teams.
Demonstrates excellent communication skills, both verbal and written.
Proactive, self-directed, and able to drive projects and assignments with minimal supervision.
Coordinate network and telecom equipment order and installations with Network/Telecom teams.
Travel to branch locations to assist and facilitate new, relocating, upgrading, and closing branches.
Possesses excellent working knowledge of Academy corporate departments.
Possesses excellent organizational skills both written and verbal. Ensures consistent customer satisfaction. Perform all other duties and assignments as needed.

Knowledge, Skills and Abilities

Experience & Education

Experience may be substituted for education. The opposite also applies.

It is broken down as follows:

1-2 years’ experience in IT or related field.
Completion of a specialized and extensive in house training or apprenticeship program.
1-2 Years in the Mortgage industry preferred

Interpersonal Skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Requires effective communication with customers and/or other employees using common networking, telecom and IT terminology. Must be able to read, examine, and organize documents.

Other Skills

Team player, superb communication, follow up, and negotiating skills.

Physical Requirements

May be required to move computer work stations, install, move or uninstall network and telecom equipment. May require the ability to sit, stand, and walk around for extended periods of time.

Work Environment

Position will often be in a busy office environment; the ability to multitask and focus in this environment is essential.

Beneficial Skills