The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

The Rocket Companies Tour of Duty program is an exclusive 6-month program designed to give recently transitioned military veterans, military spouses, or actively serving National Guard & Reservists the opportunity to gain priceless, hands-on experience at an award-winning company. As the Tour of Duty Associate, you'll learn how it feels to be in the civilian workplace, participate in events around the city you'll be working in and become a valuable member of our team. Are you the type of person who strives to make a difference?

About the Role

Field incoming help requests from the queue; reach out to team members via phone, email and live chat to resolve the issue (ex: hardware, software, etc.)Conduct remote troubleshooting to help fix issuesAsk targeted questions to diagnose problemsWalk team members through installing applications and computer peripheralsParticipate in moving and reconnecting technology from space to spaceSet up hardware, including PCs, monitors, phones, keyboard and mouse, printers, etc.Test alternative pathways until you resolve an issueCustomize desktop applications to meet user needsRecord technical issues and solutions in logsDirect unresolved issues to the next level of support personnelFollow up with clients to ensure their systems are functionalHelp create technical documentation and manuals

About You

Minimum Qualifications:

Must be a recently transitioned military veteran, military spouse, or actively serving National Guard or ReservistProficiency in the Microsoft Office suite

Preferred Qualifications:

Proven work experience in desktop support or a similar roleExceptional interpersonal skills, with a focus on rapport-building, listening and questioningExceptional written and verbal communication skillsClient-oriented mindsetStrong documentation skillsHands-on experience with Windows 10/Mac OS environmentsWorking knowledge of Office 365 productsKnowledge of Mobile Device ManagementKnowledge of basic computer peripheralsKnowledge of network security practices and anti-virus programsAbility to perform remote troubleshooting and provide clear instructionsExcellent problem-solving and multitasking skills

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About Us

RKT Holdings is a centralized hub that delivers thoughtful and innovative solutions for Rocket Companies®. We’re a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time.  Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law.  The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, The Pulse, at Careers@myrocketcareer.com.

The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.