Help Desk Analyst II

2 days ago


Mt Laurel Township NJ USA, United States American Neighborhood Mortgage Acceptance Company LLC Full time
Job Details

Job Location
Mount Laurel, NJ

Position Type
Full Time

Education Level
High School

Job Category
Information Technology

Job Description

AnnieMac Home Mortgage is seeking a Full Time Help Desk Analyst II to provide phone and remote support to users of AnnieMac computers and applications. Under the direct supervision of the Business Support Manager, the accountabilities and job activities of the Help Desk Analyst II position include, but are not limited to, the following:

  • Provide technical support to end users for computer, application, system, device, access, and hardware issues.
  • Respond to telephone, email, and online requests for technical support, advising users on appropriate action.
  • Follow standard help desk procedures.
  • Log all help desk interactions.
  • Identify and escalate situations requiring urgent attention.
  • Identify, research, and resolve technical problems of moderate complexity.
  • Document, track, and monitor problems using applicable systems and tools.
  • User account administration, security profile updates to various software systems.
  • Track and route issues with documented outcomes.
  • Inform management of recurring problems, suggesting resolutions.
  • Stay current with system information, changes, and updates.
  • May coordinate with other teams or departments to resolve user problems.
  • Receive escalated issues from Tier 1.
  • Provision hardware for deployment to end users.
  • Assist in the implementation and enforcement of security policies that protect systems and data from access by unauthorized users.
  • Maintain and troubleshoot hardware and software packages.

Qualifications

  • High School Diploma or equivalent, Associates preferred.
  • 1-3 years mortgage industry experience preferred but not required.
  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
  • Knowledge of relevant call tracking applications.
  • Excellent verbal and written communication skills.
  • Excellent customer service skills.
  • 2-4 years Help Desk experience required.

Work Environment/Physical Demands

A hybrid schedule, in office 3 days a week. Must be able to sit at a desk for a long period of time, which may cause muscle strain.

***AnnieMac Home Mortgage is an Equal Opportunity Employer and participates in E-Verify***
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