Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.
Position Summary
The IT Service Delivery Field Technician is a customer-focused technical expert responsible for delivering high-quality customer service support and infrastructure services to retail branch locations and corporate users. This role emphasizes end-user support, VoIP and network infrastructure, and coordination with external vendors to ensure reliable IT operations. The ideal candidate brings strong technical skills, excellent communication, and a proactive approach to service delivery in a fast-paced, multi-site environment.
Compensation
This role is a non-exempt position with a targeted salary range of $27.07/hour to $38.07/hour.
Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.
Essential Functions
- End-User & Phone Support -
- Provide phone support via our contact center either scheduled, based on volume or as needed for end users across the organization, troubleshooting hardware, software, and connectivity issues.
- Deliver exceptional customer service through phone, remote, and on-site support.
- Manage service desk tickets, ensuring timely resolution and proper escalation when needed.
- Support users onsite with IT systems, tools, and document support procedures and resolutions.
- Manage IT service requests from field offices, end users and management.
- Provide A to Z customer service handling all requests without prejudice.
- Retail Branch Infrastructure -
- Working with Sr. Techs, management and team helping configure, deploy, and support for firewalls, switches, and wireless access points at branch locations.
- Coordinate with team helping with vendors and internet service providers (ISPs) for new installations, upgrades, and troubleshooting.
- Troubleshoot and support VoIP phone systems, including moves, adds, changes, and vendor escalations.
- Assist with the setup, relocation, and closure of retail branches, ensuring all IT infrastructure is installed and tested.
- Maintain accurate inventory of IT assets and ensure compliance with company standards.
- Implementation & Project Support -
- Participate in the planning and execution of IT infrastructure projects, including network upgrades and system rollouts.
- Collaborate with internal teams and external vendors to ensure successful implementation of IT solutions.
- Conduct testing and validation of new systems and configurations.
- Provide post-implementation support and training to ensure smooth adoption.
- Other duties as assigned.
Qualifications
- Bachelor's Degree directly related to the position or equivalent, preferred.
- Bachelor's Degree in Information Technology or related field.
- Minimum three years experience in IT support, service delivery, or infrastructure implementation.
- CompTIA Network+, Cisco CCNA, Meraki CMNA, VOIP are a plus.
- Ability to organize and manage multiple priorities simultaneously.
- Strong knowledge of Meraki networking, Cisco switching, VoIP systems, and Windows environments.
- Experience supporting retail or multi-site environments is highly preferred.
- Excellent troubleshooting skills across hardware, software, and network layers.
- Strong customer service orientation with the ability to communicate clearly and professionally.
- Experience coordinating with ISPs, telecom vendors, and low-voltage cabling contractors.
- Familiarity with ITSM tools (e.g., Freshservice, Zendesk) and ticketing workflows.
- Excellent verbal and written communication skills required.
- Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
- Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
- Commitment to company values.
- Customer Service - Proactive attention to each person.
- Integrity - Do and say what's right.
- Respect - Treat others with dignity.
- Collaboration - Listen and work together.
- Learning - Seek knowledge and strive for improvement.
- Excellence – Deliver the unexpected.
Supervision
Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances.
Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach.
Impact: Decisions and actions primarily impact own work with limited impact on peers in their area, contributes as team member rather than leader.
Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications.
Requirements
- The position requires the ability to occasionally move office equipment and supplies weighing up to 20 pounds for various office needs.
- Work is primarily active; mobility in an office setting, server rooms, moving/carrying computer equipment.
- Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
- Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
- Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
- Travel 50-70%
- This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
- Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
- Work is primarily performed during the business week, Monday - Friday.
Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.
REQ#: ITSER018274
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
