Walker & Dunlop
Support Services Engineer
Walker & Dunlop, Bethesda, Maryland, us, 20811
Department
WDTech - I&O
We are Walker & Dunlop. We are one of the largest providers of capital to the commercial real estate industry, enabling real estate owners and operators to bring their visions of communities — where people live, work, shop, and play — to life. We are committed to creating meaningful social, environmental, and economic change in our communities. We believe seeking diverse talent and promoting the inclusion of all perspectives are more than moral imperatives – they are critical to our success and ability to innovate and grow.
Department Overview
WDTech is a division of Walker & Dunlop, the leading commercial real estate finance company in the United States. Over the past few years, W&D has invested in visioning the future of tech-enabled commercial real estate lending, finance and sales. Building a supportive and inclusive culture is equally important as building world-class technology. It is critical that team members feel comfortable sharing their input and have a voice in decision-making. We share ownership over our work and celebrate wins as a team. We encourage everyone to have a healthy work/life balance and take time off throughout the year.
The Impact You Will Have
This position supports all functions and components of the application and hardware infrastructure, and provides application function modification support, research, and training with a focus on customer service.
Primary ResponsibilitiesServe as an escalation point for customers seeking technical assistance over the phone, in person or via a remote support applicationProvide expertise and support in a Microsoft Windows 10, Windows Server, Mac OS, and Active Directory environmentSupport applications such as Salesforce, Microsoft 365, Zoom, Box, and Adobe AcrobatManage PC setup and deployment for new employees using standard hardware, images and softwareTake ownership of assigned incidents and follow through to satisfactory outcome for the customerManage setup of new devices such as printers and scanners, provide troubleshooting and problem resolution for printers, scanners and copiersProvide mobile device support for accessing company resourcesCommunicate technical information effectively to non-technical employeesIn the event of an outage, assists with the execution of disaster recovery planEducation And ExperienceBachelor’s degree in information systems, computer science, or a related study, or equivalent working experience3 plus years’ experience working in a desktop support role supporting Mac OS, Windows 10, Microsoft 365, and Adobe applications preferredExperience operating within a ticketing system to track incidents and status of assigned tasks; ServiceNow experience is a plusKnowledge, Skills, And AbilitiesAttendance is generally Monday through Friday from 8:30 am – 5:30 pm EST with a minimum of 3 days per week in office and up to 2 days per week of remote work from home, and the requirement of participation in an on-call rotation for after-hours supportThis position may require overnight travel within the United States, up to 25%Demonstrated knowledge of Windows 10 operating systemPassionate in providing excellent customer service with a commitment to qualityOutstanding verbal and written communication skillsDetail-oriented mindset while consistently focusing on the big pictureGood business judgment and strong analytical and problem-solving skillsStrong collaboration and teamwork skills and ability to communicate effectively with technical and management level professionalsAbility to show ownership of your work, take on challenges and acknowledge growth opportunities, and demonstrate patience when learning new processesCourtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholdersWhat We OfferThe opportunity to join one of Fortune Magazine’s Great Places to Work winners from 2015-2023Comprehensive benefit options that have earned Walker & Dunlop the silver level of the 2022 Cigna Healthy Workforce Designation, some of which include:Up to 83% subsidized medical payroll deductionsCompetitive dental and vision benefits401(k) + matchPre-tax transit and commuting benefitsA robust health and wellness program – earn cash rewards and gain access to resources that promote health, engagement, and balancePaid maternity and parental leave, as well as other family paid leave programsCompany-paid life, short and long-term disability insuranceHealth Savings Account and Healthcare and Dependent Care Flexible SpendingCommitment to diversity, equity, and inclusion, with employee resource groups organizing activities and providing a space for open communicationCareer development opportunitiesEmpowerment and encouragement to give back – volunteer hours and donation matchingEligibility may vary based on average number of hours workedEEO StatementWe are committed to equity in all steps of the recruitment and employment experience. We believe in equal access to opportunities in our workplace. We do not tolerate discrimination, including harassment, based on any characteristic protected by applicable law, such as race, color, national origin, religion, gender identity, sexual orientation, sex, age, disability, veteran or military status, and genetic information. We strive to be a safe place to ask questions, build professional relationships, and develop careers.#J-18808-Ljbffr
WDTech - I&O
We are Walker & Dunlop. We are one of the largest providers of capital to the commercial real estate industry, enabling real estate owners and operators to bring their visions of communities — where people live, work, shop, and play — to life. We are committed to creating meaningful social, environmental, and economic change in our communities. We believe seeking diverse talent and promoting the inclusion of all perspectives are more than moral imperatives – they are critical to our success and ability to innovate and grow.
Department Overview
WDTech is a division of Walker & Dunlop, the leading commercial real estate finance company in the United States. Over the past few years, W&D has invested in visioning the future of tech-enabled commercial real estate lending, finance and sales. Building a supportive and inclusive culture is equally important as building world-class technology. It is critical that team members feel comfortable sharing their input and have a voice in decision-making. We share ownership over our work and celebrate wins as a team. We encourage everyone to have a healthy work/life balance and take time off throughout the year.
The Impact You Will Have
This position supports all functions and components of the application and hardware infrastructure, and provides application function modification support, research, and training with a focus on customer service.
Primary ResponsibilitiesServe as an escalation point for customers seeking technical assistance over the phone, in person or via a remote support applicationProvide expertise and support in a Microsoft Windows 10, Windows Server, Mac OS, and Active Directory environmentSupport applications such as Salesforce, Microsoft 365, Zoom, Box, and Adobe AcrobatManage PC setup and deployment for new employees using standard hardware, images and softwareTake ownership of assigned incidents and follow through to satisfactory outcome for the customerManage setup of new devices such as printers and scanners, provide troubleshooting and problem resolution for printers, scanners and copiersProvide mobile device support for accessing company resourcesCommunicate technical information effectively to non-technical employeesIn the event of an outage, assists with the execution of disaster recovery planEducation And ExperienceBachelor’s degree in information systems, computer science, or a related study, or equivalent working experience3 plus years’ experience working in a desktop support role supporting Mac OS, Windows 10, Microsoft 365, and Adobe applications preferredExperience operating within a ticketing system to track incidents and status of assigned tasks; ServiceNow experience is a plusKnowledge, Skills, And AbilitiesAttendance is generally Monday through Friday from 8:30 am – 5:30 pm EST with a minimum of 3 days per week in office and up to 2 days per week of remote work from home, and the requirement of participation in an on-call rotation for after-hours supportThis position may require overnight travel within the United States, up to 25%Demonstrated knowledge of Windows 10 operating systemPassionate in providing excellent customer service with a commitment to qualityOutstanding verbal and written communication skillsDetail-oriented mindset while consistently focusing on the big pictureGood business judgment and strong analytical and problem-solving skillsStrong collaboration and teamwork skills and ability to communicate effectively with technical and management level professionalsAbility to show ownership of your work, take on challenges and acknowledge growth opportunities, and demonstrate patience when learning new processesCourtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholdersWhat We OfferThe opportunity to join one of Fortune Magazine’s Great Places to Work winners from 2015-2023Comprehensive benefit options that have earned Walker & Dunlop the silver level of the 2022 Cigna Healthy Workforce Designation, some of which include:Up to 83% subsidized medical payroll deductionsCompetitive dental and vision benefits401(k) + matchPre-tax transit and commuting benefitsA robust health and wellness program – earn cash rewards and gain access to resources that promote health, engagement, and balancePaid maternity and parental leave, as well as other family paid leave programsCompany-paid life, short and long-term disability insuranceHealth Savings Account and Healthcare and Dependent Care Flexible SpendingCommitment to diversity, equity, and inclusion, with employee resource groups organizing activities and providing a space for open communicationCareer development opportunitiesEmpowerment and encouragement to give back – volunteer hours and donation matchingEligibility may vary based on average number of hours workedEEO StatementWe are committed to equity in all steps of the recruitment and employment experience. We believe in equal access to opportunities in our workplace. We do not tolerate discrimination, including harassment, based on any characteristic protected by applicable law, such as race, color, national origin, religion, gender identity, sexual orientation, sex, age, disability, veteran or military status, and genetic information. We strive to be a safe place to ask questions, build professional relationships, and develop careers.#J-18808-Ljbffr