Service Desk Analyst

Service Desk Analyst

Mortgage Connect LP is looking for an Onsite Service Desk Analyst to join our growing information technology team. This non-exempt role will work to provide technical support for production-based applications and network, supporting company business and objectives. Individuals in this role will also troubleshoot when problems are encountered via root causes analysis, implements temporary workarounds as appropriate, and designs permanent solutions aimed at increasing application and network availability and usability.

Troubleshoot

Gather information and apply knowledge to ensure efficient and accurate problem trouble-shooting and solutions development

Ability to troubleshoot technical problems effectively and efficiently

Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.

Install/Configure software applications and hardware solutions

Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations

Peripherals setup & support such as printers, scanners, etc.

Work as Support Team Member

Provide general IT end-user support

Provide complete resolution summary upon case closure to capture knowledge base data

Take ownership of problems by collecting symptom/environmental data for problem resolution

Communicate effectively with end-user and IT Support Team to resolve assigned tasks

Any other duties as assigned by management

What You Will Bring

High school diploma or equivalent

3+ years' recent computer, server, and network troubleshooting experience.

Must be resourceful and able to take initiative in a dynamic environment

Knowledge of computer and server hardware

Ability and willingness to work in an environment providing 24x7x365 support

Strong understanding of Windows operating systems and applications in a domain environment, including Windows 7, Windows 10 and Microsoft Office suites

Experience with Linux Basic Command Line, input/output and troubleshooting

Experience with anti-virus technologies and troubleshooting

Experience with troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices

Experience with VMWare virtual desktops

Strong customer service skills

Strong written and oral communication skills

Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness and dependability

Ability to work in fast-paced environment and meet deadlines

Capability to work both independently and as part of a team

Problem-Solving mindset with ability to multitask

Excellent written and verbal communication skills

Ability to read, analyze and interpret common technical reports, and documentation

Ability to fulfill physical requirements which may include ability to stand, walk, and sit. Use hands to finger, handle, or feel objects, tools, or controls. Reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear

Ability to lift and/or move up to 25 pounds

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

If you have transferrable skills and feel like you would be a good fit, please don't hesitate to apply!

What we offer:

Competitive payrates based on skills and experience

Extensive benefits package: Medical, dental, vision, HSA, mental health programs, Employee Assistance Program, short term disability, voluntary insurance (LTD, auto, home, life, legal, pet, identify theft), employee discounts

Rest and relaxation: Paid holidays and generous PTO based on tenure

Community and Philanthropy: Paid volunteer time

Paid Maternity and Parental Leave

Contribute to your future: 401K plan and robust continuous learning opportunities

Work Perks Program: Access to discounts that help save money in your daily life

Is this the ideal location for you?

Mortgage Connect is committed to offering a flexible work environment for this role. This is an on-site/remote role based out of our office located in Moon Township, PA.

Who we are

Mortgage Connect is a national mortgage service provider specializing in assisting mortgage lenders with a multitude of services they need in connection with a loan. Our entrepreneurial mindset allows us to differentiate ourselves in the market through continuous improvement and innovation, as well as our diversified suite of product offerings. Our people are driven and committed to our cultural values we call "The 5C's": Connect, Collaborate, Communicate, Care, and Celebrate. We take these seriously and coming on board with us means you agree to adopt these values in your everyday work life with us.

All onboarding employees will be required to complete a pre-employment background check and drug screening.

We are an Equal Opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. Mortgage Connect is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR@mortgageconnectlp.com