Software Support Analyst

Stellenbeschreibung:

Provide frontline technical support by researching, troubleshooting, and resolving issues related to operating systems, hardware, and enterprise applications
Perform hardware diagnostics, maintenance, and replacement as needed
Manage and resolve helpdesk tickets and service requests using the organization's ticketing system (e.g., JitBit), ensuring adherence to SLAs
Escalate unresolved or complex issues to appropriate internal teams (e.g., Security, Infrastructure, or Application teams) in a timely manner
Support onboarding and offboarding processes, including account setup, equipment provisioning, and access management
Provide support for printers, peripherals, and other end-user technologies
Assist users with Microsoft 365 applications and other business-critical SaaS platforms
Utilize remote support tools to assist offsite or remote employees
Document troubleshooting steps, resolutions, and technical procedures in knowledge bases and internal documentation systems
Contribute to process improvements and maintain high standards of service delivery

Requirements

Preference will be given to applicants with 3-5 years of experience in the mortgage industry and/or with Encompass or other loan origination software
Strong working knowledge of Windows operating systems (desktop and server environments)
Experience working in hybrid environments (on-premises and cloud-based infrastructure)
Basic experience with Active Directory and Azure AD (Entra ID), including: user account provisioning, password resets and group management
Understanding of Microsoft Azure and familiarity with Intune device management and compliance policies
Hands-on experience troubleshooting hardware issues
Working knowledge of Microsoft Office 365 applications
Understanding of core networking concepts (LAN, WAN, VPN, Wi-Fi)
Basic knowledge of endpoint protection tools and patch management processes
Experience supporting printers and peripheral devices
Familiarity with remote support tools and techniques
Exposure to IT service management/ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk)
Ability to support SaaS applications and troubleshoot cloud-based identity and access issues

Core Competencies

Demonstrates expertise in providing technical support for operating systems, hardware, and enterprise applications, with a strong focus on troubleshooting and resolving issues efficiently. Proficient in managing helpdesk tickets and supporting SaaS applications while ensuring adherence to service level agreements.