PENNYMAC 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. A Typical Day The Help Desk Technician provides 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 technical support to internal and external customers via phone, email, and chat + Diagnose and resolve technical issues: Identify, troubleshoot, and resolve issues related to computer hardware, software applications, network connectivity, and peripherals (printers, scanners, etc.) + Support end-user computing: Assist with password resets, account lockouts, software installations, and basic computer configurations. Provide guidance on the use of company-standard applications and tools + Maintain IT documentation: Contribute to the creation and maintenance of knowledge base articles, FAQs, and other documentation to improve support processes and user self-sufficiency + Escalate complex problems: Recognize when an issue requires more advanced expertise and escalate it appropriately to senior IT staff members or specialized teams + Track and monitor support requests: Utilize the help desk ticketing system to log, track, and update the status of all support requests, ensuring timely resolution and accurate record-keeping What You’ll Bring + Associate’s or Bachelor’s degree in computer science, business or related field preferred + Bilingual - Must be proficient in both written and spoken English and Spanish. + 1-3 years of related work experience providing user support services and training for a data tool or technology platform + Basic Active Directory skills: Has a fundamental understanding of Active Directory and its use for managing user accounts, resetting passwords, and deploying software + Familiarity with Google Workspace: Possesses a foundational understanding of Google Workspace applications (Gmail, Drive, Docs, Sheets, etc.) and basic troubleshooting techniques for common issues + Solid understanding of operating systems (Windows, macOS) and basic networking concepts + Excellent communication and interpersonal skills: Ability to clearly and effectively communicate technical information to both technical and non-technical audiences, with patience and empathy + Strong problem-solving and analytical skills: Demonstrated ability to systematically analyze problems, identify root causes, and develop effective solutions + Ability to work independently and collaboratively: Must be able to manage workload effectively, prioritize tasks, and work both independently and as part of a team + Adaptability and willingness to learn: The IT landscape is constantly evolving, so the ability to adapt to new technologies and learn quickly is essential Why You Should Join 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. Salary $45,000 - $66,000 Work Model OFFICE