Help Desk Technician I (2209) in Coppell, TX at Mr. Cooper

Date Posted: 2/7/2018

Job Snapshot

  • Employee Type:
  • Location:
    Coppell, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!


Provides Level 1 support for all employees. Volume is approximately 45 per day. Calls & Tickets are triaged, logged in our ITSM software, worked to resolution and/or assigned to the appropriate support team. Troubleshooting includes but is not limited to Citrix, Hardware/OS, standard application support (Office/Office365, Outlook/Lotus Notes, Browser/Internet, etc.), Printers, Remote Access (VPN, Citrix, 2Factor), and numerous custom applications. Other functions performed as required.


  • Provides first-level incident and request fulfillment for all NSM employees with a customer service focus.
  • Logs into the Automatic Call Distribution system immediately to receive calls resolving as many user-reported incidents and request as expertise permits using available tools and following documented process’ & procedures.
  • All incidents and request are to be logged as tickets and tracked in our ITSM system (BMC FootPrints).
  • Communicates with other IT teams to discuss issues and resolutions.
  • Documents all items clearly and concisely within the ITSM system.
  • Provides excellent customer service – Calls and tickets are monitored and quality assurance is tracked via the ITSM and call recording System.  IT Management & Audit team randomly reviews calls monthly.
  • First call resolution required to maintain 75% or greater of all calls answer without escalation to another Team.  Company provides essential training required to maintain FCR metrics.
  • Contributes to team goals of ASA and abandonment rate by answering and resolving all calls quickly and efficiently.
  • Escalates issues to Team Supervisors in a timely manner.


  • Customer Focus:  Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Integrity and Trust:  Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
  • Composure:  Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold thing together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
  • Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
  • Technical Learning: Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

  • Good written, verbal, interpersonal, presentation skills.
  • Ability to communicate among technical and non-technical employees, and process orientation skills
  • A customer driven approach and good customer management skills
  • Ability to work autonomously and under pressure
  • Ability to multi-task, be highly organized, and work independently
  • Ability to identify problems and apply creative solutions


  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • Citrix, Office365, Outlook, Wintel/Apple
  • General HW/SW Troubleshooting
  • The following Certifications are preferred but not required: A+, N+, ITIL v3, MCSA/MCSE/MCP
  • 1 year of related customer service preferred
  • General office environment - Cubical
  • Regular movement and lifting of both PC CPUs and Monitors
  • Movement and lifting of Computer Hardware
  • Additional lifting is required for this job – up to 50 lb

Job Requisition ID:


Job Category:

Information Technology

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:


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Alternate Requisition: