GEM Mortgage

Help Desk Technician

Job Locations US-CA-Bakersfield
Information Technology
Full Time


GEM Mortgage, a division of Golden Empire Mortgage (GEM) is proud to hold ourselves as one of the most respected lenders in the mortgage industry for over 30 years. The GEM business philosophy holds true that all consumers deserve access to credit, where “our customers are our business” is the cornerstone for excellence.


Golden Empire Mortgage isn't just about mortgages and home lending - GEM is about people, and building lasting customer relationships.


At GEM we understand that the lending process can be intimidating, that’s why we ensure that all of our employees hold to the highest level of client satisfaction. We pride ourselves on integrity, knowledge and state of the art technology all in an effort to provide our customers with excellent customer service and the best rates possible.


Under general supervision of the IT Director, the Help Desk Technician responds to all call levels from basic troubleshooting to complex system issues. Additional responsibilities include troubleshooting personal computer software and hardware problems related to PC's, thin clients, Windows OS, CITRIX, Microsoft Office applications and various printers.


Essential job functions

  • Provide level 1 end-user desktop support
  • Manage Active Directory Accounts
  • Account for all work using our internal work order system
  • Provide timely and prompt response to support requests
  • Other duties as assigned

FLSA Status: Non-Exempt


Minimum requirements

  • Associates in Applied Science degree, or equivalent industry experience. M

  • CSE,MCSA, NETWORK+, A+ Cert(s) and/or other industry cert(s) a plus.

  • A working knowledge of LAN/WAN technologies including but not limited to DNS, DHCP, VPN, 802.11, etc.


Knowledge, Skills and Abilities

  • Excellent written and verbal communication skills
  • Proficient in Microsoft Office and capability to utilize office equipment
  • At least two years of experience in the lending field preferred
  • Proficient organization skills ; ability to prioritize
  • Ability to learn quickly and effectively
  • Excellent listening skills
  • General knowledge of loan products and process
  • Rapid decision making abilities
  • Aptitude to work in a fast-paced, daily environment
  • Ability to troubleshoot PC software and hardware issues 
  • Ability to escalate support issues as needed
  • Skill in both verbal and written communication.
  • Knowledge of best industry practices for IT.


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