What are the responsibilities and job description for the IT Service Desk Analyst I - ET/CT position at CrossCountry Mortgage, LLC.?
CrossCountry Mortgage started in Cleveland in 2003, when our President and CEO Ronald J. Leonhardt, Jr., had the vision to become a nationwide full-service lender that could provide more to customers — meeting their home financing needs, being there every step of the way, and making homeownership dreams possible and affordable. We’re continuing to expand our nationwide footprint, and we’re not stopping any time soon!
We Care! CrossCountry Mortgage offers eligible employees a robust, industry leading benefits package including medical, dental, and vision insurance, as well as a 401(k) plan with a generous employer match! We also offer company-provided Short-Term Disability, Employee Assistance, and Wellness Programs. Those who work at our corporate headquarters in Northeast Ohio also enjoy a casual dress code, an on-site market cafe, and an upbeat working environment!
Position Overview:
The IT Service Desk Analyst I is responsible for providing remote first level support to users of desktop, laptop, phone, printer, and mobile technology devices. The IT Service Desk Analyst I position will be responsible for assisting all CCM personnel while documenting the steps taken for resolution in a timely manner.
Job Responsibilities:
- Provide remote or in-person technical support to all CCM employees via support ticketing system, inbound phone calls, email, and possibly text for all company systems and software.
- Ensure that 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 and documenting steps and escalating to other IT teams as necessary
- VPN related issues quickly and efficiently to enable remote staff to connect to corporate network securely
- VoIP related issues quickly and efficiently to ensure end user has access to corporate telephone network
- LOS (Encompass, etc.) related issues quickly and efficiently to ensure end user has access to the core loan origination applications
- Document scanning/printing related issues quickly and efficiently
- Connectivity, sign-on, or Windows issues
- Actively coordinate with team members and other service support groups to effectively resolve incidents and requests.
- Maintain CCM 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 for the benefit of CrossCountry Mortgage
- Create and/or follow technical documentation, system documentation, knowledge articles, and self-help references
Qualifications and Skills:
- Associate degree in Computer Science or 2 years of equivalent work experience
- At least 2 years providing direct support to employees or customers
- A , Net , or similar certification
- Developed sense of professionalism, combined with an outgoing and friendly demeanor, and exceptional personal and customer service skills
- Effective Communications Skills, and significant patience and empathy interacting with all employees and staff
- Strong Customer Service skillset
- Strong troubleshooting skills with Windows, Office, IE/Chrome browsers, general networking, Active Directory domains, and a wide variety of mobile devices.
- Familiarity supporting Mac OS X desktops and laptops.
- Experience working within a ticketing system.
CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! https://crosscountrymortgage.com/about-us/careers/apply/
CrossCountry Mortgage, LLC (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, color, orientation, gender, age, national origin, veteran status, disability status or marital status. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.