Help Desk Tech II

Our team is redefining the industry – and creating a culture of excellence.

Founded in 2011, Atlantic Coast Mortgage embodies a people-first culture rooted in commitment, character, and innovation. What began as a small team has grown into a thriving organization where our people remain the driving force behind our mission to redefine the mortgage industry. We believe individuals do their best work in an environment designed for success—and we’re proud to be recognized by The Washington Post as a Top Workplace. As we continue to grow, we’re not just hiring employees—we’re looking for driven, energetic, and creative problem-solvers. If that sounds like you, and you're ready to build your career with a company committed to making meaningful change in our industry, we’d love to connect.

Summary:

Working in a team environment, the Help Desk Technician provides IT support for ACM employees running on a Microsoft Windows network/domain. Occasional night and weekend work for scheduled maintenance or in response to work stoppages and travel to other branch locations.

Essential Functions:

• Provides first-line support via phone and ticketing system (Zendesk and ConnectWise)
• Participation in on-call rotation
• Supports new hires, employee changes and terminations
• Provides support for basic IT issues such as password resets, peripheral configurations, desktop/laptop and iPad/iPhone configurations, software installations and hardware repair
• Software support: Microsoft Office, ICE Encompass, ConnectWise, BI tools, Spam/Phishing mail tools, email services.
• Provision new hardware for new and existing users and install base image on computers
• Resolves minor technology problems, monitors user activity and maintains documentation

Required Skills, Knowledge, Education and Experience:

• Ability to utilize current skills, knowledge base and available tools to resolve typical IT-related issues in a corporate Microsoft environment
• Working knowledge of computer and/or network security systems, procedures and applications and the ability to learn and support new systems and applications
• Ability to install, configure and/or maintain personal computers, networks, and related hardware or software
• Ability to identify and resolve computer system malfunctions and operational problems
• Strong communication skills and attention to detail
• Self-starter with strong analytical and problem-solving skills and the ability to embrace and adapt to changing situations, environments and tasks
• Ability to exercise sound judgment and to effectively coordinate multiple, concurrent tasks
• High school diploma or equivalent

Preferred Skills, Knowledge, Education and Experience:

• 3+ years of experience working in a corporate IT environment
• Two or more certifications (A+, Network+, Security+, MCP, MCSA, MCSE)
• Experience supporting or using the following applications or operating systems:
• • • Microsoft Office 365 (Outlook, Word, Excel)
    • Windows 11
    • Active Directory
    • ICE Encompass
    • Imaging Systems (Dell Kace, WDS/MDT, SCCM)
    • Ticketing System (Zendesk, ConnectWise, etc.)
    • Remote Connectivity Tools (LogMeIn, GoToAssist, ScreenConnect)
    • ConnectWise automate
• Ability to work out of the Fairfax, VA office on a hybrid schedule