IT Support Technician Application & End-User Support

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Providing lending services to help our customers achieve their dream of homeownership. At Pulte Mortgage, we're more than a lender-we're a team driven by purpose. Since 1972, we've helped over 700,000 families finance their dream homes through innovative lending solutions and a commitment to doing the right thing. As a wholly owned subsidiary of PulteGroup, we offer a people-first culture rooted in collaboration, integrity, and daily positivity. Join us in Denver, CO, and be part of a company recognized by Fortune and Great Place to Work for building meaningful careers, supporting community impact, and creating a workplace where you can thrive. Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact. JOB SUMMARY The IT Support Technician - Application & End‑User Support is responsible for the daily operations of the Technical Assistance Center and the timely resolution of all problem calls. The role is responsible for the application support needs of the business as well as installing, configuring, troubleshooting, and maintaining Microsoft Windows based desktop and notebook computers, printers, mobile devices and other associated peripherals, including (but not limited to) removable media and A/V equipment. This role works independently while aligning to established direction and priorities. This role supports two primary functions within the Technical Assistance Center (TAC): end‑user technical support (devices, access, general IT issues) and business application support (helping users complete work within core business systems and resolving application‑specific issues). PRIMARY JOB RESPONSIBILITIES Technical Assistance Center (TAC) - Technical Support Responsibilities Monitor and respond to TAC phone calls and emails, working directly with users to resolve technical issues within established service level objectives. Collaborate with support personnel to resolve issues that cannot be fully addressed at the initial help desk level. Provide backup support for other IT functions as needed, including operations support, hardware troubleshooting, and equipment deployment. Install, configure, and support end‑user devices, access, and general technical issues across multiple systems. Clearly communicate technical concepts and solutions to non‑technical users. Recognize, analyze, and resolve problems in a timely and organized manner using industry best practices. Effectively multitask and prioritize work in a fast‑paced support environment. Application Support Responsibilities Learn and support business applications as they are introduced into production, helping users effectively complete their work within those systems. Assist with application‑related issue analysis, documentation, and ongoing support for company systems and applications. Support the gathering of business requirements and assist with the design, implementation, and documentation of technical solutions in accordance with approved standards and procedures. Participate in the development of application and system training materials. Assist with end‑user training for software and business applications, ensuring user understanding and adoption. MANAGEMENT RESPONSIBILITIES SCOPE Decision Impact: Individual Department Responsibility: Single Budgetary Responsibility: No Direct Reports: No Indirect Reports: No Physical Requirements: Involves sitting, standing, and/or movement REQUIRED EDUCATION/EXPERIENCE Minimum High School Diploma or equivalent REQUIRED LICENSING, REGISTRATION AND/OR CERTIFICATIONS Minimum High school diploma or equivalent REQUIRED SKILLS/KNOWLEDGE Customer Service & Problem Solving 2+ years of customer service experience in an IT or technical support role. Effective verbal and written communication skills, with the ability to explain technical concepts to non‑technical users. Solid analytical and troubleshooting skills, with the ability to prioritize and resolve issues efficiently. Ability to manage multiple requests in a fast‑paced, changing environment while maintaining a high level of service. T & End‑User Support 1+ years' setup, configuration, troubleshooting of desktop/notebook hardware and software (Windows 7, 8,10) Experience providing hands‑on IT support in a business environment, resolving common end‑user issues related to devices, access, and connectivity. Experience supporting mobile devices (e.g., iPhone, iPad) and a variety of Wi‑Fi‑enabled devices. Working knowledge of Active Directory (e.g., user accounts, groups, access) and basic networking concepts such as TCP/IP, DNS, DHCP, and SMTP. Experience supporting remote users in home‑office or branch environments. Must be physically able to lift up to 30 pounds. Application & Collaboration Support Experience supporting business applications or productivity tools, helping users resolve application‑specific issues and complete their day‑to‑day work. Proficiency

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