Freedom Financial Network is a family of companies that takes a people-first approach to financial services, using technology to empower consumers to overcome debt and create a brighter financial future. The company was founded in 2002 by Brad Stroh and Andrew Housser on the belief that by staying committed to helping people, you can ensure better financial outcomes for both the customer and the business. This Heart + $ philosophy still guides the vision of our growing company, which has helped millions of people find solutions for their financial needs.

What began with 2 people in a spare bedroom has now rapidly expanded to a vibrant business that employs over 2000 employees (known internally as The Freedom Family) in two locations: San Mateo, CA and Tempe, AZ. When you visit either of our offices, you’ll understand why our employees have voted us the Best Place to Work for the last several years. It’s a place where the Heart + $ philosophy continues to thrive, where we believe that success is only achieved by doing what’s right for our customers, our employees, and our communities.

·        Provide excellent customer service to create a positive customer service experience

·        Provide Tier 1 triage support for all incoming Incidents/Tasks, emails and phone calls

·        Use Service Now to track and manage Incident/Task updates and solutions

·        Monitor NOC (Network Operations Center) applications to help identify potential network risks

·        Setup new user accounts in Active Directory and other internal applications

·        Manage email accounts and distribution lists using Microsoft Exchange 2010 Console

·        Use Acronis to image all laptop and desktop systems

·        Configure Outlook, setup printers, map network shares

·        Install, update and uninstall necessary business applications

·        Support the VDI (Virtual Desktop Infrastructure)

·        Remotely support internal customers using remote desktop session tools

·        Engage other Service Desk resources to with Incidents/Tasks before escalating to another support tier

·        Escalate Incidents to other tiers for additional triage and support when required

·        Assign incoming Incidents/Task to other support groups

·        Adhere to Service Level Agreements set by the company

·        Assists with building (growing) the Service Desk Knowledgebase

·        Other duties as assigned

·        High School diploma or GED completed

·        Minimum of 2-3 years’ experience Service Desk Specialist I experience in a fast paced environment

·        Strong problem solving skills, the ability to think critically

·        Must have strong verbal and written communication skills and a passion for servicing customers

·        Strong Microsoft Windows Desktop Operating System platform knowledge

·        Working knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)

·        Ability to prioritize and meet deadlines

·        Proficient knowledge of DNS, DHCP, TCP and other foundational computer services

·        Good understanding of network printers and accessories

·        Able to communicate fluently in English

·        At least one relevant IT Industry Certifications Microsoft MCP, HDI Analyst, CompTIA A+ or CompTIA Network+

PREFERRED SKILLS AND ABILITIES

·        Strong analytical abilities

·        Positive and proactive attitude

·        Strong customer service abilities

·        Relevant IT Industry related certifications: Information Technology Infrastructure Library (ITIL)  Foundations V.3., HDI Support Center Analyst, HDI Desktop Support Technician

CULTURAL FIT (Our Core Values):

·        Care (for everyone): We show compassion and contribute to the well-being and growth of those around us. We only pursue products that improve the financial lives of our clients.

·        Act with Integrity (every time): We take the right action even when it is hard and even when no one is watching. We treat our employees, clients, and communities the way they wish to be treated.

·        Get Better (every day): We innovate, iterate, and improve each day. We are creative, take thoughtful risks, and ultimately learn and recover from failures.

·        COLLABORATE (with everybody): We strive to work together toward a common purpose by proactively sharing information and inviting participation. We recognize the perspective of various groups and embrace healthy, constructive debate.

WHY JOIN THE FREEDOM FAMILY?

·        Fast, continued growth – there’s a lot of opportunity for advancement

·        Voted a Best Place to Work multiple times by our employees, most recently #1 in Phoenix for the           2nd year in a row!

·        Benefits start within 30 days

·        401k with employer match

·        2 weeks’ paid vacation (increased with tenure)

·        9 paid holidays & 5 sick days

·        Paid time off for volunteer work and on your birthday

This is your opportunity to be part of a growing company where dedicated professionals strive to help customers and each other succeed every day. If that sounds exciting, we want to talk to you. Apply today!

All your information will be kept confidential according to EEO guidelines.