Endpoint Support Technician

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Endpoint Support Technician is an entry-to-mid level technical role designed to build deep hands-on experience with end-user computing, onsite support, and foundational troubleshooting skills. The primary responsibility of this role is the deployment, lifecycle management, and break/fix support of laptops and end-user devices. This role is structured as a developmental pathway into the Technical Support Engineer position. In addition to endpoint responsibilities, individuals in this role are cross trained with the Technical Support Engineering team, supporting onsite technical issues, assisting with escalations, and progressively expanding their technical scope.

Job Responsibilities:

• Prepare, image, configure, deploy, refresh, and decommission laptops and end-user computing devices following standard build, security, and compliance requirements.
• Execute new hire and employee change deployments accurately and on schedule.
• Provide hands-on break/fix support for laptops, desktops, docking stations, monitors, and peripherals.
• Manage device shipping, receiving, staging, inventory tracking, and asset documentation.
• Ensure all endpoint activities comply with security, configuration, and asset management standards.
• Document all work thoroughly using the IT Service Management (ITSM) platform, adhering to case quality guidelines.
• Provide onsite technical support for hardware, software, and peripheral-related incidents.
• Assist Technical Support Engineers with escalated incidents requiring hands-on diagnostics or user interaction.
• Perform structured troubleshooting using documented procedures, logs, testing, and root cause analysis techniques.
• Support conference rooms and basic audio/visual technologies, including displays, cameras, and conferencing peripherals.
• Communicate clearly with end users, set expectations, and explain technical concepts in non-technical terms.
• Escalate complex issues appropriately while demonstrating growing independence in issue resolution.

Qualifications and Skills:

• Associate degree in Information Technology or related field, or equivalent practical experience.
• PC-related certifications (or progress toward certification), preferred.
• Hands-on experience supporting or deploying end-user computing hardware in a corporate environment.
• Exposure to troubleshooting software applications, operating systems, or basic networking concepts.
• Working knowledge of Windows operating systems and endpoint configuration concepts.
• Familiarity with ITSM tools and ticket-based support workflows.
• Excellent customer service orientation and professional communication skills.
• Skill in working in a high-demand environment.
• Interest in developing deeper expertise in systems, applications, or infrastructure support.
• Ability to grow from task-oriented execution into an analytical, problem-solving role.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.