IT Service Delivery Field Technician

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 notice from the Department of Labor.