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14 Jun 2022

Full-Time Desktop Support Technician II (Onsite)

BKInc2018 – Posted by BKInc2018 Sharon, Pennsylvania, United States

Job Description

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.


Supports the daily operations of desktop software and hardware by providing assistance through phone and email requests in resolving technology support issues. Configures, troubleshoots and installs new technology while also providing maintenance by repairing, upgrading and backing up existing technology.

Shift: 11:00 am – 7: 00 pm ET onsite at our Sharon, PA office. This role is NOT remote and can only sit onsite at our Sharon, PA office.


  • Maintains desktop software, hardware, and supports mobile (iOS and Android) workforce.
  • Provides support to both Mac and Windows users for software and hardware needs.
  • Involved in the installation and rollout of new software packages, upgrades and new desktop hardware.
  • Troubleshoots problems using scripts and checklists as guides.
  • Documents problems and resolutions.
  • Participates in the testing and evaluation of new desktop packages and implements prototypes.
  • Evaluates, maintains, modifies (e.g., creates macros, templates) and documents desktop application packages, participates in the testing and evaluation of new desktop packages and implements prototypes.
  • Consults with and makes recommendations to users on selection of hardware and software products to address business requirements.
  • May perform end-user training for Mac and Windows users.
  • Ability to travel to our Cleveland, OH office as needed (about 5%)
  • Performs other duties as required.


Bachelor’s Degree in Computer Science, Information Systems or the equivalent combination of education, training, or work experience.

This role is NOT remote and can only sit onsite at our Sharon, PA office.


  • Experience in Windows 10 and Office 365
  • Experience in macOS highly preferred
  • Knowledge of ticketing systems such as ServiceNow
  • Knowledge of Microsoft Azure or other cloud service solutions is a plus
  • Experience with Citrix and Cisco VPN is a plus
  • Excellent analytical, decision-making and problem solving skills
  • Ability to develop partnership-oriented relationships with business executives and functional leaders
  • Experience providing executive level/c-suite support is a plus
  • Ability to determine escalation practices
  • Must be able to multitask in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike.
  • Ability to listen and communicate with clients to effective solve issues and provide excellent customer support

Enterprise Support Technician II

Intermediate level role. Provides maintenance and support for simple to moderately complex client products. Works on one or more projects concurrently as a project team member. May coach more junior technical staff. Provides tier 1 and 2 support to users for software and hardware of end-user computing and desktop-based LAN systems. Escalates to tier 3 support when necessary. Typically requires four (4) years of experience in supporting desktop software and hardware products and problem solving/troubleshooting.

This role is NOT remote and can only sit onsite at our Sharon, PA office.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or militar y family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

How to Apply

Job Types: Full-Time.

Job expires in 34 days.

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