IT Service Desk Analyst I

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
The IT Service Desk Analyst I is responsible for providing onsite 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 onsite, in-person technical support to all CCM employees in Naples, FL 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 to enable remote staff to connect to corporate network securely.
• VoIP related issues to ensure end user has access to corporate telephone network.
• LOS (Encompass, etc.) related issues to ensure end user has access to the core loan origination applications.
• Document scanning/printing related issues.
• 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’ equivalent work experience, preferred.
• At least 2 years’ providing direct support to employees or customers.
• A+, Net+, or similar certification.
• Effective Communications Skills.
• Effective 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.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.