Software Support Analyst

Job Summary

Providing day-to-day technical support remotely, the full-time Software Support Analyst will manage helpdesk tickets, troubleshoot hardware and software issues, and assist users with Microsoft 365 applications while ensuring high service levels and operational efficiency.

Key responsibilities

• Provide frontline technical support by researching, troubleshooting, and resolving issues related to operating systems, hardware, and enterprise applications
• Manage and resolve helpdesk tickets and service requests using the organization's ticketing system, ensuring adherence to SLAs
• Support onboarding and offboarding processes, including account setup, equipment provisioning, and access management

Required qualifications

• 3-5 years of experience in the mortgage industry and/or with loan origination software such as Encompass
• Strong working knowledge of Windows operating systems in both desktop and server environments
• Basic experience with Active Directory and Azure AD, including user account provisioning and password resets
• Understanding of Microsoft Azure and familiarity with Intune device management
• Experience with IT service management/ticketing systems such as ServiceNow or Zendesk