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IT Help Desk - Application Support

Company: N/A

Location: Austin, TX, TX

Pay: $40,000.00 - $50,000.00 /Year

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Job Description

With some supervision the System Support Specialist acts as a key contact for the user community to provide Mortgage and Title front line support.  Applicants for this position must have at least six months experience as a Loan Processor or Loan Closer working with Loan Origination software.


System Support Specialists provide support to users nationwide.  Standard Help Desk hours of operation are M-F 7:00am-7:00pm Central, and Saturday 10:00am-3:00pm Central.  Each System Support Specialist works an 8 hour shift Monday – Friday with team member rotation for the Saturday shift.  Hours are subject to change as deemed necessary by management.

Job Requirements

  • Specialists provide information to and execute problem resolution for end users.  User requests are received via phone and email. 

  • Respond to all user requests related to Financial Services (FS) applications, including Mortgage Loan Origination (Empower), Title Closing & Insurance (SoftPro), Electronic Document Management (Encomia), and Servicing (FICS).

  • Support and maintain data for multiple components of the Intranet system, including Reports, Do Not Call Manager, and Training Tracker.

  • Maintain employee security access to FS applications and third parties, including periodic audits and reviews; following documented policies and procedures.

  • Required to use judgment regarding issue escalation to another System Support Specialist, business partners or other IT personnel. 

  • Follow up with users when an issue is not immediately resolved, until it is resolved.

  • Prepare reports for management review such as Daily Help Desk Statistics.

  • Work with the team to maintain team and support documentation.

  • Other assignments as identified by the Help Desk Manager.

  • Perform routine duties independently.  Will discuss and seek approval as needed from the Help Desk Manager or System Support Specialist III.