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End User Support Specialist, End User Services

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Job ID: 1002225
Company: PHH Mortgage

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Job Description

The Senior End User Support Specialist role is to support the company's desktop environment and PC needs. The position manages desktop solutions from the operating system up to and including the desktop applications. Their work involves researching, evaluating, building, testing, integrating, and deploying solutions that ensure optimal workplace performance.


  • Provide level 2&3 Service Desk and Desktop Support for end user at direct location and remotely when needed.
  • Properly evaluate issues and escalate those that are problems.
  • Maintain the integrity of the IT environment ensuring all standards and build requirements are being met.
  • Serve as subject matter expert for all facets of end-user computers
  • Provide critical support, mentoring, and guidance to the IT Service Desk.
  • Create knowledgebase documentation, guides and how-to's to be utilized by the Service Desk.
  • Provide peripheral support.
  • Support telecom needs including MS Teams, Call Center Applications, and InTune.
  • Identify and resolve problems with desktop software applications and systems management software distribution. Manage failed deployments, providing feedback to Desktop Engineering team.
  • Ensure asset management guidelines are being followed, preserving computer inventory and surplus equipment.
  • Maintain ample hardware levels at each location to accommodate for hires and break-fix request.
  • Ascertain and repair connectivity issues.
  • Maintain excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner.
  • Accurately record, update and document requests utilizing the ITSM tool and any other duties as assigned by the company.
  • Serve as the liaison between third party vendors and end users on any escalated end user issues.


  • College degree preferred.
  • At least 4 years of equivalent related work experience.
  • At least 2 years' experience working in a high call volume, time sensitive support environment for a large company, supporting users in Windows 10, office365 at a minimum of a Tier II level.
  • Experience working in a team-oriented, collaborative environment.
  • Basic knowledge of windows server, active directory, as well as Microsoft exchange server.
  • Basic networking skills including TCP/IP, DNS and DHCP.
  • Basic IT security knowledge.

Special demands:

  • This role is a shift position
  • Must be able to cover additional shifts as needed


  • Good written, oral, interpersonal, and presentational skills.
Ability to commence conversations with new people

About Us

Company: PHH Mortgage

PHH Mortgage, a wholly owned subsidiary of Ocwen Financial Corporation, is one of the largest subservicers of residential mortgages in the United States. PHH Mortgage provides servicing solutions to companies who own mortgage servicing rights and offers portfolio retention services to extend and enhance customer relationships.

PHH has been providing mortgage lending and servicing solutions since 1984 and is dedicated to responsible and ethical practices while delivering an exceptional customer experience. We strictly focus on subservicing and portfolio retention allowing our diverse professional clients - representing some of the largest and most recognizable financial and wealth management institutions, investors of MSRs, regional and community banks, and credit unions - to concentrate on their core businesses, while providing borrowers with exceptional customer service throughout the life of their loans.

Adhering to the highest levels of risk and compliance, built to bank-like standards, we build relationships with our clients and their customers to promote a philosophy of retaining "customers for life." We strive to be a natural extension of each client's team, helping them to keep their expenses down, borrowers satisfied and service levels up while meeting today's regulatory demands and changing market conditions.

Ocwen is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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