Help Desk Support I

JOB SUMMARY
Are you ready for a rewarding job that utilizes your problem-solving skills in a challenging and fast-paced environment? We are seeking a motivated Help Desk Support I professional to join our dedicated team and provide exceptional customer service. The Loan Origination System (LOS) Software Support Level 1 is responsible for providing initial technical support to end-users on LOS software applications. This role involves troubleshooting common issues, resolving user inquiries, applying software updates after hours, and escalating complex problems to higher-level support teams. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a basic understanding of loan origination processes.

JOB RESPONSIBILITIES

• Respond to telephone, email, and online requests for software technical support.
• Research and resolve technical problems of moderate complexity.
• Document, track, and monitor problems using applicable systems and tools.
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Install software updates to meet client needs, which requires after-hours availability.
• Maintain detailed records in the ticketing system of daily interactions with customers, reported issues, and completed solutions.
• Increase personal technical and lending knowledge through internal and external resources.
• Create documentation and procedures to assist clients and internal resources.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements.

JOB SKILLS

Required:

• Bachelor’s degree in a technical field OR equivalent experience.
• 3+ years of help desk or technical support experience.
• Basic understanding of loan origination processes and terminology.
• Self-starter with the ability to quickly learn with minimal supervision.
• Strong troubleshooting and analytical skills
• Strong communication skills.
• Ability to stay calm and professional in all circumstances.
• Ability to quickly identify problems, form solutions, and execute troubleshooting procedures.

Preferred:

• General knowledge of lending practices.
• Experience in FinTech or lending industry.
• Familiarity with the Azure Cloud Platform.
• Basic SQL knowledge.
• Experience using the ZenDesk support ticket platform.

Benefits Include: 

• 401(k) with company match
• Medical, Dental, Vision
• FSA/DCA
• Life Insurance
• Short & Long-Term Disability
• Generous PTO + Paid Holidays

Job Type: Full-time

 Salary: Commensurate with experience

 Location: Remote, hybrid, or in-office options available. Company is based in Austin, Texas.

 Must be legally authorized to work in the U.S. without sponsorship.