CrossCountry Mortgage is hiring an IT Service Desk Analyst I to provide onsite, first-level technical support. In this role, you will be responsible for assisting all company personnel with desktop, laptop, phone, printer, and mobile technology issues, documenting steps for resolution in a timely manner.
What You'll Do
- Provide onsite, in-person technical support to all employees via support ticketing system, inbound phone calls, email, and possibly text for all company systems and software.
- Ensure all support requests are properly input and tracked within the support ticketing system.
- Diagnose and resolve hardware related issues efficiently by troubleshooting configuration and applying driver updates, documenting steps, and escalating to other IT teams as necessary.
- Diagnose and resolve VPN related issues to enable remote staff to connect to corporate network securely.
- Diagnose and resolve VoIP related issues to ensure end user has access to corporate telephone network.
- Diagnose and resolve LOS (Encompass, etc.) related issues to ensure end user has access to the core loan origination applications.
- Diagnose and resolve document scanning/printing related issues.
- Diagnose and resolve connectivity, sign-on, or Windows issues.
- Actively coordinate with team members and other service support groups to effectively resolve incidents and requests.
- Maintain company standard SLA response rates for outstanding issues.
- Perform brief application deployments consistent with organizational needs, as directed by management.
- Review and understand standard operating procedures, make recommendations, and assist with making improvements where possible.
- Support the IT Leadership team in advancing technology initiatives.
- Create and/or follow technical documentation, system documentation, knowledge articles, and self-help references.
What We're Looking For
- At least 2 years providing direct support to employees or customers.
- Effective communications skills.
- Effective troubleshooting skills with Windows, Office, IE/Chrome browsers, general networking, Active Directory domains, and a wide variety of mobile devices.
- Experience working within a ticketing system.
Nice to Have
- Associate degree in computer science or 2 years equivalent work experience.
- A+, Net+, or similar certification.
- Familiarity supporting Mac OS X desktops and laptops.
Technical Stack
- Windows, Office, IE/Chrome browsers, Active Directory, VPN, VoIP, LOS (Encompass), Mac OS X
Team & Environment
Works with team members and other service support groups. Supports the IT Leadership team.
Benefits & Compensation
- Medical, dental, vision insurance
- 401K
- Company-provided short-term disability
- Employee assistance program
- Wellness program
- Compensation: $55,000.00 - $60,000.00
Work Mode
This is an onsite position.
CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law.
