Help Desk Support Analyst
About The Position
Are you a problem-solver with a passion for technology? Do you thrive on helping people and keeping systems running smoothly? We’re looking for a Help Desk Support Analyst with experience in the Mortgage Industry to be the first line of contact for employees and clients who need IT support. In this role, you’ll gain exposure to all aspects of our firm’s IT environment, from troubleshooting hardware and software issues to ensuring network security and assisting with annual audits. This is an excellent opportunity for someone who wants to grow their IT career while making a real impact every single day. About the Company: Our client has been a pioneer in the mortgage lending industry for 50 years, providing timely, accurate, and compliant closing documents for more than 5 million residential loan transactions. With unmatched expertise and a commitment to excellence, they have become the trusted partner for mortgage lenders nationwide. By joining their team, you’ll be part of an organization that continues to set the standard for accuracy, timeliness, and compliance while helping shape the future of the industry.
Requirements
- Strong communication skills with the ability to translate technical information into plain English.
- Experience in the Mortgage Industry is a must
- A collaborative, team-first mindset and excellent interpersonal skills.
- Analytical and troubleshooting skills with an eye for detail.
- Solid knowledge of computer systems, networks, and programming concepts.
- Proficiency in Microsoft Office Suite (including Visual Studio), Windows and Windows Server, Active Directory.
- Ability to learn new systems and software quickly.
- Degree in Information Systems (or related field) and 3+ years of IT experience.
- Flexible, positive attitude with the ability to adapt to changing business needs.
- Willingness to work occasional evenings or weekends as required.
Responsibilities
- Monitor and manage the Help Desk Ticket Queue, prioritizing issues based on urgency.
- Troubleshoot and resolve hardware, software, and proprietary system problems.
- Escalate advanced issues to senior technicians when needed.
- Record and analyze data to track issues through resolution.
- Prepare reports on help desk activity for management review.
- Conduct diagnostics and testing to minimize downtime.
- Manage email and intranet services, including user accounts and permissions.
- Collaborate with the network administrator on hardware and software improvements.
- Train users on system security and efficiency best practices.
- Oversee system backups and support disaster recovery plans.
- Assist with vendor and client technology requests, including security questionnaires.
- Support annual SOC audit review in collaboration with leadership.
- Jump in to support other business functions as needed.
Benefits
- A competitive benefits package including PTO, medical, dental and vision insurance, 401k and more
- Access opportunities for growth and the ability to influence future technology improvements within the firm.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
